First Line Support Analyst

The successful candidate will provide support to customers using a workforce and operational management platform, assisting with technical queries, troubleshooting issues, and delivering a high standard of customer service. Key Responsibilities

• Providing 1st line support to customers via telephone, email, and ticketing systems
• Logging, updating, and managing support tickets accurately and efficiently
• Troubleshooting software, system, and device-related issues
• Assisting users with platform functionality and day-to-day usage queries
• Escalating more complex technical issues to relevant internal teams where required
• Collaborating with internal departments including Projects, Development, and Customer Success teams
• Creating and maintaining customer-facing help guides, FAQs, and user documentation
• Supporting continuous improvement initiatives within the support function

We are seeking a motivated and customer-focused 1st Line Support Analyst to join a growing support team based in Hertfordshire. This is an excellent opportunity for someone with a genuine interest in technology and customer service who is looking to build a long-term career within software support and IT systems., * Genuine enthusiasm for IT, technology, and customer support

• Strong communication and interpersonal skills
• Professional and confident telephone manner
• Excellent written communication with good attention to detail
• Strong organisational and problem-solving abilities
• Proactive mindset with a willingness to learn and develop
• Ability to work effectively both independently and within a collaborative office environment
• Previous experience within customer service or technical support would be advantageous, although not essential

Qualifications & ExperienceEssential

• Previous experience within a customer service or support-focused environment
• Basic understanding of IT systems, software, and hardware
• Experience using Microsoft Office applications
• Experience working as part of a team
• Good standard of English and Mathematics

Desirable

• Previous experience within a 1st Line Support or Helpdesk position
• Experience using ticketing or helpdesk systems

Skills & AbilitiesEssential

• Strong verbal and written communication skills
• Good troubleshooting and problem-solving abilities
• Ability to prioritise workload and manage tasks effectively
• Strong organisational and time management skills
• Ability to follow processes and procedures accurately
• Excellent customer service skills
• Ability to work independently as well as collaboratively within a team

Desirable

• Ability to diagnose basic technical issues remotely
• Experience documenting issues and resolutions clearly
• Ability to identify recurring issues and suggest process improvements
• Confidence managing challenging customer situations professionally
• Ability to learn new systems and technologies quickly

Personal AttributesEssential

• Friendly, professional, and approachable manner
• Patient and calm under pressure
• Reliable and dependable
• Positive attitude with a willingness to learn
• Good attention to detail
• Flexible and adaptable approach to work

Desirable

• Enthusiasm for technology and continuous professional development
• Proactive and self-motivated approach
• Ability to build positive working relationships
• Willingness to take ownership of issues through to resolution
• Commitment to delivering high levels of customer satisfaction