Support Analyst, Software Support

The Support Analyst will serve as the first point of contact for customers using a cloud-based workforce management platform, handling queries across phone, email, and remote support tools. Day to day, you will diagnose and resolve user issues, keep accurate records within the service desk system, and ensure SLA targets are consistently met. You will also maintain knowledge base articles and customer configuration records to support continuous improvement, escalating more complex technical issues to second-line teams with clear diagnostic detail when needed.

• Some hands-on commercial experience in a user-facing IT support role, whether supporting internal users or external customers
• Confidence troubleshooting technical issues and communicating clearly with non-technical users across multiple channels
• Familiarity with Microsoft 365 tools including Outlook, Excel, Word, and Teams, alongside a basic awareness of networking and web technologies
• A driving licence and access to your own vehicle, as the office location is not served by public transport

This is a well-established UK-based software business operating in the workforce technology space. They have a collaborative, team-oriented culture and a track record of supporting staff development, with previous employees in similar roles having moved into a variety of other positions across the business over time.