Service Desk Support Analyst - Warwick based

IT Service Support Analyst 


Salary up to £24,000 (dependent on experience) including Bonus and Benefits

Hours between 08:00 and 18:00 on a rota basis.


We’re Arvato CRM Solutions UK. We design and deliver award-winning customer service and back-office services for some of the world’s most respected brands, as well as innovative public sector clients – and we recognise that we wouldn’t be able to do this without our people.

We’re proud, passionate and pioneering and if you are too, come and be part of an environment that you can thrive in. We encourage you to ‘be 100% you every day’; celebrating and recognising what makes everybody unique and the different skills and personality’s people can bring to their roles.

An exciting opportunity has arisen to join our talented IT team based in Warwick.

The IT Service Support Team provides IT support for the environment and applications used by our (BPO) client ICT services. These are responsible for support issues, service requests and change control.


The Service Support Analyst will be working in a professional and commercially orientated environment, as a member of a small team. The team acts as the first point of contact for all IT issues for all areas, exhibiting exemplary customer service skills as they work together to achieve the KPI targets. The ability to deliver quality support to end-users is paramount to this role. This post holder will be operating in a pressured environment where every day is different and priorities can change quickly.

The 1st Line support will troubleshoot problem areas (in person, by telephone, messaging or via e-mail) in a timely and accurate fashion and provide end-user assistance where required. It will also require appropriate escalation based on the urgency and/or scope of the issue.

Skills & essential experience:

  • Experience in a Service Desk or similar role, undertaking incident and request handling activities.
  • Positive customer-facing communication skills.
  • Adaptable to change and capable of learning new skills & requirements.
  • Technically competent such that the skills required to set up end-user devices can be conducted successfully, the first time.



  • Previous experience working in an ITIL environment.
  • PRINCE2 environment.
  • Telephony systems (VOIP/Digital).


Out of hours working may be a requirement to undertake specific projects or accommodation moves for which prior notification will be given and overtime will be paid.

Closing Date 2nd September 2019


If this sounds like you and you want to be part of our growing contact centre IT team where no two days the same then are this may be the perfect opportunity for you.


Due to the anticipated high number of applications to be received, unfortunately, we are only able to respond to shortlisted candidates. If you have not had a response from us within 28 days, please consider your application unsuccessful.







Arvato is a trusted business outsourcing partner to the private and public sectors.

We have long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients.

We combine our expertise in business process outsourcing (BPO), financial solutions, customer relationship management, supply chain management, and public sector and citizen services to deliver innovative, individual solutions that help our clients to achieve their objectives. In the UK and Ireland, we employ over 4,000 people across more than ten locations. Internationally, arvato employs more than 66,400 people in over 270 subsidiaries across almost 40 countries worldwide. Our parent group Bertelsmann is the world’s most international media company with revenues of €16.4bn.


Company: Arvato CRM Limited 

Country: United Kingdom 

State/Region: Berkshire 

City: Warwick 

Postal Code: CV34 6SJ 

Job ID: 40327

Job Segment: Help Desk, Information Technology, Telecom, Telecommunications, Service Desk, Technology, Customer Service