About us

Unique: IQ are a forward-thinking, innovative software systems provider working predominately in the care sector.

At the heart of everything we do is our customers and providing systems and service to ensure they are able to provide the highest level of care to their clients.

Based at our prestigious offices in Sambourne, Redditch with a backdrop of rolling countryside, we are an ambitious and rapidly expanding team who love innovating and making people’s lives easier with technology.

We are now looking for an experienced Service Desk Analyst to join our Operations Team to assist in providing an outstanding experience to our new and existing portfolio of clients.

Who are we looking for?

  • High level of technical know-how within a SaaS environment
  • Detail orientated with an analytical brain
  • “Can-do” attitude and willingness to learn
  • A passion for providing award winning customer service

The Benefits for working with Unique IQ

  • 33 days annual leave (25 days plus 8 bank holidays)
  • We don’t believe anyone should work on their birthday so have the day off on us – if it falls on a weekend then take this when ever suits within that month period!
  • Ongoing professional and personal development opportunities
  • Supportive and inclusive company culture
  • Access to an employee benefit, perk and wellness platform

Job Description

  • Acting as the first point of contact within the Service Desk and ensuring all requests and / or issues are managed correctly 
  • Providing IT support via our phone and ticket systems, logging detailed and concise information within our CRM system
  • Ticket ownership, ensuring timely response, follow-up and communication 
  • Classifying incoming requests and ensuring correct prioritisation, including recording quality description, progress, and resolution details in the ticket
  • Performing initial triage and troubleshooting activities for all tickets and escalating to next level technical support teams where necessary
  • Ensure that the user is kept informed of progress in line with company Service Level Agreements (SLAs), and that delays are avoided in responses
  • Provide professional, courteous, prompt, and accurate support and solutions to users
  • Provide remote training or shared screen assistance to clients to help with features and functionality of the system
  • Contributing to Service Desk / IT process and service improvements and identifying opportunities to improve efficiency and quality
  • Assisting in maintaining accurate customer records


  • Excellent level of customer service
  • Oral and written communication skills to effectively communicate with clients in clear, understandable and concise non-technical terms
  • Flexible and adaptable with a ‘can’-do’ attitude
  • At least 2 years experience in a similar role
  • Able to use initiative and work in a fast-paced environment
  • Able to develop good working relationships with internal teams

Application Process

To apply for this position, please submit your CV and a covering letter outlining your relevant experience and why you feel you would be a fantastic addition to our amazing team!

Apply here: Unique IQ Ltd Service Desk Analyst | SmartRecruiters