Support Analyst, Software Support

About the role

The Support Analyst will be the first point of contact for users of a cloud‑based workforce management platform. You will work in a customer‑facing technical role, diagnosing and resolving issues received via phone, email and remote support tools.

Key responsibilities

• Receive and log all support requests in the service‑desk system, ensuring accurate records.
• Diagnose, troubleshoot and resolve user issues, meeting agreed SLA targets.
• Maintain and update knowledge‑base articles and customer configuration records.
• Escalate complex technical problems to second‑line teams with clear diagnostic information.
• Communicate solutions clearly to non‑technical users across multiple channels.

Required profile

• Commercial experience in a user‑facing IT support role, supporting internal or external customers.
• Confidence in troubleshooting technical problems and explaining solutions to non‑technical users.
• Valid driving licence and access to a vehicle for commuting to the office.

Required skills

• Proficiency with Microsoft 365 tools – Outlook, Excel, Word and Teams.
• Basic awareness of networking concepts and web technologies.