Helpdesk Analyst


Cambridge -The Triangle Buildi, GB

Category:  Administration and Customer Services

Job Title: Customer Service Advisor - Helpdesk Analyst

Contract: Full time, 21 months fixed-term contract

Salary: £20,360-£23,500

Location: Cambridge


What it’s about:

Customer Service Advisors (also known as Helpdesk Analysts) offer first-line customer support to Cambridge Assessment English exam centres, candidates and teachers based all over the world. For many customers, speaking to a Helpdesk Analyst is their first experience of the organisation, so we need great people who are able to make an excellent first-impression. If you’re enthusiastic, friendly, passionate about customer service and looking to work within a great team, this may be the job for you. Occasional evening and weekend work may be required during busy periods.


What you’ll be doing:

Your day to day tasks will involve:

  • Providing world-class customer support to customers all over the world via email, phone, web-chat and social media.
  • Answering a broad variety of queries about our exams, both for the candidates taking them and the exam centres running them, quickly and accurately.
  • Investigating and interrogating in-house systems and archives to locate and update candidate details in order to process applications.
  • Liaising with teams across the organisation and third party stakeholders to ensure requests are fulfilled, strictly adhering to fixed SLAs.
  • Participating in continuous improvement projects to enable us to provide an outstanding level of customer service.
  • Providing first-line technical support to customers using our websites and systems.


What we’re looking for:

  • Excellent written and verbal communication skills, with a high-level of English.
  • Confidence using and guiding others in the use of web-based systems and software packages.


You’ll also need to be:

  • Empathetic and have a customer-focused approach in all of your work.
  • Meticulous in your approach to fulfilling tasks
  • Able to manage a workload of varying tasks all of which have immovable SLAs.
  • Creative in your approach to problems; able to find solutions to problems that we may never have encountered before.
  • Able to cope under pressure. Like many customer-service roles, it can get really busy at times and you’ll need to make sure the level of service you offer remains excellent at all times.


Experience working in a customer-service environment/helpdesk would be an advantage but finding someone with the right mind-set and skills is more important. The ability to speak and write a second (non-English) language would also be helpful but is not required.


Who we are:

Cambridge Assessment English is a part of Cambridge Assessment, a department of the University of Cambridge. We are the global leader in English language assessment. We help people learn English and prove their skills to the world. We provide exams in English for speakers of other languages taken by over 5 million candidates worldwide each year, as well as the leading range of qualifications for language teachers. This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.



In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

  • Generous contributory pension
  • 28 days annual leave, plus bank holidays
  • Annual performance related bonus and increases (discretionary)
  • Enhanced maternity/paternity pay
  • Employee discount and cash back scheme at 2,500 retailers
  • Cycle scheme
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.


We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 22/06/2021 and interviews will be held on 28/06/2021.



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