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# Support Analyst

- **Company:** TrayPort Ltd
- **Location:** UK
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Monitoring of Systems, Issue Tracking Systems, Microsoft SQL Server, Networking Basics, TCP/IP, Servicenow
- **Published:** August 9, 2026
- **Apply:** https://www.totaljobs.com/job/support-analyst/trayport-ltd-job107815990

## About the Role

* Thrive in a fast paced environment with the ability to prioritise and deliver high quality support under pressure.
 * Strong problem solving skills, with the ability to think critically, analyse issues and identify effective solutions.
 * Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues.
 * Detail oriented and process driven, ensuring accuracy and consistency in all tasks.
 * Proactive and resourceful with a willingness to take ownership of issues and see them through to resolution.
 * A team player who collaborates effectively with others, while also able to work independently when needed.

Skills and Experience

Essential

 * Proven experience delivering high quality customer support in a fast paced, client facing environment.
 * Strong problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues.
 * Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail.
 * Ability to absorb information quickly, think critically, and make decisions under pressure.
 * Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams.
 * A degree or equivalent practical experience.

Desirable

 * Experience in a trading environment, particularly within commodities markets.
 * Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting.
 * Familiarity with APIs and basic troubleshooting of API-related issues.
 * Experience using monitoring tools to identify and report system issues.
 * Experience working with service management platforms like ServiceNow or similar tools.

## Description

You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team., * Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients.

 * Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services.
 * Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process.
 * Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented.
 * Maintain accurate records of client interactions, requests and resolutions using our internal support tools.
 * Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary.
 * Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features.
 * Contribute to the continuous improvement of our support processes and documentation.