IT Support Assistant

About the role

Join a growing software business as an IT Support Assistant and start your career in technical support. You will work in a friendly, customer‑focused environment, receiving full training and mentorship from experienced professionals.

Key responsibilities

• Provide first‑class support via telephone, email and service desk.
• Log, update and manage support tickets through to resolution.
• Investigate customer issues, gather information and troubleshoot.
• Escalate technical problems when necessary while keeping customers informed.
• Collaborate with technical and implementation teams to resolve queries efficiently.
• Maintain accurate customer records and documentation.
• Assist with reporting, trend analysis and service‑improvement activities.
• Support software upgrade programmes and related communications.

Required profile

• Previous experience in a customer‑facing role such as retail, hospitality, contact centre or similar.
• Excellent communication skills and a confident telephone manner.
• Friendly, outgoing personality with the ability to build rapport.
• Strong organisational skills and attention to detail.
• Ability to stay calm and professional while managing multiple priorities.
• Proactive attitude with a willingness to learn and develop.

Required skills

• Microsoft Office
• Jira (or similar ticket‑management system)

What we offer

• Competitive salary (£25,000‑£27,000 per year) plus discretionary bonus.
• Hybrid working (1–2 days per week in the office).
• 25 days holiday plus bank holidays, with optional leave purchase.
• Pension scheme, private healthcare and life assurance.
• Ongoing training, career development and a supportive team environment.
• Regular social events.