Support Analyst

We are looking for a Support Analyst to provide frontline operational support for digital products following launch. This role is key to ensuring client issues are triaged efficiently, analysed accurately, and progressed through to resolution while maintaining excellent communication and service standards.

You will work closely with technical, product, and service teams to manage support cases end-to-end, track SLAs, and help continuously improve support processes and platform stability., 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.