Support Analyst

• Ticket Triage & Case Management
• Act as the first point of contact for incoming support tickets, ensuring accurate logging, categorisation, and prioritisation in line with agreed SLAs
• Carry out initial diagnostics, gather relevant information, and replicate issues where possible to determine the correct escalation path
• Maintain ownership of tickets throughout their lifecycle, providing clear documentation and timely progression to resolution
• Client Communication
• Deliver clear, concise, and professional updates to clients regarding progress, actions taken, and next steps
• Manage expectations effectively, balancing client needs with internal capacity and SLA commitments
• Support proactive communication during high-priority incidents or service disruptions
• Incident, Problem & Change Support
• Assist with incident management by validating issues, gathering evidence, and escalating critical problems quickly
• Contribute to problem management by identifying recurring issues, linking related cases, and sharing insights with senior colleagues
• Support change and release activities through documentation, release notes, and client-facing impact summaries
• Collaboration with Technical & Product Teams
• Work closely with engineering teams, providing clear replication steps, logs, screenshots, and contextual information
• Track escalated cases and ensure development teams have everything required to investigate efficiently
• Coordinate communication between internal teams and clients to ensure accuracy and clarity
• Service Monitoring & Reporting
• Monitor dashboards, alerts, and support trends to identify emerging issues early
• Contribute to regular service reports, including ticket volumes, resolution times, and SLA performance
• Highlight patterns, risks, or anomalies that could impact service stability
• Continuous Improvement
• Suggest improvements to support workflows, documentation, tools, and communication processes
• Maintain and enhance internal knowledge bases and runbooks
• Provide feedback to product teams on common client issues and usability challenges

• Experience in a support, service desk, or application support role within a digital or technical environment
• Strong understanding of ticketing systems and support processes (experience with tools such as Jira is desirable)
• Excellent written and verbal communication skills, with confidence in client-facing situations
• Strong organisational skills and the ability to manage multiple priorities under pressure
• Familiarity with development lifecycles, deployment processes, and monitoring or alerting tools

Benefits