Technical Support Analyst

hireful agency

3d • $35,000 - $40,000 • Hybrid

About The Position

Our client is a growing UK Software product company providing workforce management software to 100’s of customers across the UK. They're investing in the maturity of their support function and are looking for a Technical Support Analyst (1st line / Service Management) to help shape how they deliver service, working closely with Product and Engineering. This role offers real influence over how a growing support function is built, with scope to grow into leading it. It's a chance to provide a support function at a Software company (SaaS), not just traditional “IT support” in a small, close-knit team where your work and impact are visible. There is genuine investment in your development, including support for ITIL certification. If you're ready to bring structure, judgement and real improvement to a growing support function, we'd love to hear from you.

Requirements

• Demonstrable experience in a support, service desk or ITSM role.
• Strong working knowledge of ITIL practices, particularly Incident and Problem Management.
• Direct customer-facing experience, comfortable handling difficult conversations with customers and stakeholders.
• A track record of improving support processes, not just working within them.

Nice To Haves

• Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management or ServiceNow
• Zendesk administration
• ITIL 4 Foundation certification

Responsibilities

• Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.
• Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.
• Build a lightweight problem management practice, driving root-cause analysis with Engineering.
• Act as the bridge between Customer Success, Product and Engineering during escalations.
• Improve ticketing tools, workflows and reporting to strengthen the wider support function.
• Coach support agents on troubleshooting technique and customer communication.

Benefits

• Salary: £35,000 to £40,000 basic plus benefits.
• Additional compensation applies for weekend support rota.
• Genuine investment in your development, including support for ITIL certification.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed