Help Desk Analyst

Service Operations & Support   |   Nottingham

POSTED: 06/10/2021

Introduction to Red Box

Red Box is a leading dedicated voice specialist, empowering organizations to capture, secure and unlock the value of enterprise-wide voice. With the most open and connected platform, we capture and transcribe voice from all major communications platforms across global enterprises and SMEs. Our customers retain complete data sovereignty and we connect them to the broadest partner ecosystem to maximize the value of captured voice data.

Working with our global reseller channel and direct enterprise customers, we are trusted by leading organizations across financial, contact centre, government and public safety sectors (including six of the world’s top banks, 85% of global interdealer brokers, 1,700 call centres and over 70% of UK police forces), and we capture and secure millions of calls daily for over 3,400 customers around the world.

Red Box’s market-leading compliance recording platform, Quantify, has underpinned Red Box’s growth for the past 15 years. The platform is differentiated in terms of breadth of connectivity, resilience, and ease of deployment. As an evolution of this platform, Red Box is soon to release into GA a new next-generation enterprise-scale platform positioned for our largest global customers, named Conversa.

It’s a very exciting time for the company’s growth, and as a Help Desk Analyst you can be a big part of ensuring our continued success as the world’s leading dedicated voice specialists.


Purpose of Role

To provide front-line support to all Red Box customers via phone, portal and email and to assist Technical Support Engineers when required with management of support cases, keeping CRM systems up to date


Reporting Line

Support Manager.


Primary Responsibilities

  • Interpretation of issues raised, using a range of questioning techniques to capture the entirety of the fault the customer is experiencing, enabling escalation to the relevant team for resolution;
  • Ownership of all incidents ensuring they are recorded (CRM), monitored and reported to the relevant stakeholders;
  • Maintain an agreed level of contact with the customer to deliver a first class customer service;
  • Work to individual and team SLA’s to ensure they are met or where possible, exceeded;
  • Communicate verbally and in writing to customers and other internal stakeholders;
  • Be able to communicate at an appropriate level especially where technical information may need to be interpreted in a non-technical way;
  • Have excellent written skills being able to accurately and concisely log issues on our CRM system;
  • Work collaboratively with the team and where necessary, inter departmentally to get tasks completed;
  • Construct and communicate customer incident and shift reports;
  • Any other adhoc duties based on requirements of the business.



  • Higher Education Qualification or equivalent (Essential)
  • Degree or equivalent (desirable)


Skills & Experience

  • Previous experience in a service desk environment
  • Basic knowledge of CRM based systems;
  • Good Telephone manner;
  • Positive attitude;
  • IT based knowledge
  • Working within fast paced department;
  • Technical skills
  • Time management/Priortisation;
  • Problem solving


Benefits for you (from your first day)

  • Flexible & Agile working
  • 33 days holiday, inc. Bank Holidays, plus 1 day for your birthday
  • Life Assurance x 4, Pension, Health Cash Plan

We are an equal opportunities employer and believe that inclusivity is vital to our success. If your skills and experience aren’t a complete match for our criteria, but you know you have something to give, we want to hear from you. We support our teams to do their best work through flexible and part-time options.

Closing date: Friday 29th October