Night Shift Support Desk Analyst
Job Title Night Shift Support Desk Analyst
Reports to Service Desk Manager
Location Home Based (UK)
Shift Pattern 8pm-8am, Rolling 4 Nights On, 4 Nights Off, 7 Days a Week
Salary £28,800

Cameo is a leading IT & Telephony Services provider specialising within the enterprise environment, operating as the UK’s leading genuine white-label channel-only operating within the UK, Europe and globally. We provide a variety of high-quality, efficient, and secure services focused around maximising our customers’ uptime! We know that a company is only as good as its people. We also know that people can only achieve their best when they’re properly supported. That’s why we ensure you are given everything you need to do a great job, and you are always rewarded for hard work.

The Role: 

Working as part of our Support team servicing our UK and international customers with their IT, data and telephony faults, the role includes responsibility for every aspect of our customers fault; from call logging, triaging/vet, to escalation to 2nd/3rd line teams, parts ordering, scheduling, etc. through to resolution, part returns and fault closure, with the main aim of ensuring we resolve our customers fault first time and within agreed contractual service levels.  

As an analyst, strong analytical skills within the IT or Service Desk arena is required, our product portfolio will adapt accordingly so the role requires the ability to accept change along with a thirst to learn, and a flexible, can-do attitude.

Customer experience and customer excellence is at the heart of our team therefore the role includes a requirement for excellent customer service skills, including strong proactive communication to our customers, internal teams and management alike.  This is a lone working role therefore the ability to work independently, to follow processes, use initiative to make decisions and communicate effectively is essential.   

To achieve independent working will require 2 weeks training at our Leicestershire headquarters where, once completed, the role will become home based with periodic office based touch base and training sessions.


The role encompasses call ownership and a range of responsibilities throughout the whole case lifecycle.  The main focus is ensuring we log customers’ cases and ensure we set the right expectations in line with the contractual commitments. keeping the customer informed every step of the way.

Always striving for service excellence and customer satisfaction, your role will include:

  • Logging calls received via phone, email or pro-active monitoring
  • Triaging and troubleshooting calls, engaging our on call technical teams for assistance where required
  • Owning, progressing and co-ordinating calls to resolution, working to first time fix and SLA achievement.
  • Scheduling field engineers efficiently and effectively ensuring the best possible strategy to optimise resources according to location, skill set and SLA.
  • Organising parts, whether that be requesting parts despatch from our own warehouse and arranging a same day courier or sourcing and ordering parts from preferred suppliers.
  • Co-ordinating arrival of parts and engineers.
  • Proactively keeping users informed of the progress of their ticket at all times.
  • Providing proof of delivery for parts only requests.
  • Raising purchase orders.  
  • Ensuring SLA adherence at all times and following escalation procedures when a Service Level Agreement is in jeopardy.
  • Ensuring quality standards in terms of customer experience and call management are adhered to.
  • Liaising with customers to ensure parts have been returned, arranging collections where required.
  • Providing quotes to customers for customer retained parts and service chargeables.
  • Closing tickets ensuring all parts have been returned, boot stock repleted, and serial numbers of equipment have been updated.
  • Approving sales orders on time and material tickets so works can be invoiced.
  • Ensure continuous service improvement by highlighting any issues, process gaps or service improvements to Service Management.
  • Build effective and professional relationships with colleagues, customers, suppliers, and other stakeholders.
  • Adhere to ad-hoc activities as determined by the Service Desk Manager and Head of Operations.

What we’re looking for: 

The ideal person for this role will have  experience in a Support team / Service Desk environment. Delivering an excellent customer experience is key for this role.


  • Strong analytical skills
  • Ability to work independently, to make decisions, with the ability to know when to escalate
  • Flexible, can-do attitude, embraces change
  • Pro-active learning with a thirst for knowledge
  • Excellent customer service and communication skills (written and verbal)
  • Strong administration, co-ordination, organisational and prioritisation skills
  • Some Commercial awareness.


  • Background/knowledge/experience in either Storage, Logistics, and Hardware break-fix services, or Unified Communications & Network Services 
  • Experience in working to and meeting tight deadlines
  • Experience in working on a Service Desk / within a support team

What you’ll gain:

  • Personal growth within a supportive and collaborative role.
  • The chance to gain experience working within a fast-paced Communications and IT company.
  • Working with a team of highly skilled Individuals.
  • Empowerment within your role to make decisions and improve processes to help further the performance of Cameo.
  • Competitive salary.
  • Access to private healthcare (once probation period has been passed).

If this sounds like you, send your CV to:

Our Values:

These four key values are at the heart of everything Cameo


Talent is our Secret Sauce. Simple as that. We look after our people well and they look after you well. Culture is how we get and retain the best in the industry to consistently deliver great service. Every Time.


That’s non-negotiable. The industry needs to do better and we’re taking the lead. Our processes are designed with the Environment as a stakeholder. Cutting carbon emissions and waste, wherever we can. Turns out it helps the bottom line too.


We own every part of every process in our Services. Engineers, Operations and Administration. Your Customer Experience is handled by #TeamC every step of the way, from the first call to delivery. This gives us complete quality control at every stage. Faster. More Reliable. More Cost Effective.


Your Success is our Success. Cameo is a genuine Channel-Only partner. This means we will never sell directly to your end users. We are constantly expanding our Operational capacity to be ready for our Partners’ growth. Making sure we’re always providing the best Services.