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# Support Services Analyst

- **Company:** Procentia
- **Location:** UK
- **Contract:** Permanent contract
- **Skills:** Queue Management Systems, Standard Sql, SQL Databases, Data Management
- **Published:** September 9, 2026
- **Apply:** https://www.collegerecruiter.com/job/2845701520-support-services-analyst

## About the Role

* · Experience in a first-line support or service desk role
 * · Experience handling incidents and service requests in a structured environment
 * · Working knowledge of SQL, with the ability to run basic queries for investigation and validation
 * · Experience using ticket management systems
 * · Strong written and verbal communication skills
 * · Ability to manage multiple tickets and priorities effectively

## Description

The Support Analyst provides first-line operational support to Procentia clients, acting as the initial point of contact for all incoming incidents and service requests. The role is responsible for ensuring that tickets are accurately logged, triaged, managed, and progressed within agreed service levels, delivering a reliable and consistent support experience.

Working within the Client Support function, the Support Analyst plays a key role in the day-to-day operation of the service desk, balancing client communication, incident handling, service request processing, and ticket completion. The role is focused on restoring normal service as quickly as possible for incidents, fulfilling service requests efficiently, and ensuring all tickets are completed to a high standard with clear, audit-ready documentation.

Here's what you'll be doing:

 * ·Act as the first point of contact for client incidents and service requests, delivering a professional and responsive support service.
 * Log, prioritise, triage and resolve first-line support tickets, ensuring accurate documentation and timely updates.
 * Investigate and troubleshoot technical and data-related issues, including the use of SQL queries to support root cause analysis and resolution.
 * Escalate complex or high-impact incidents with clear and actionable information, working closely with senior analysts and technical teams.
 * Manage ticket queues effectively, ensuring service level agreements (SLAs) are achieved and customers are kept informed throughout.
 * Process and complete service requests accurately, following established procedures and controls.
 * Maintain ownership of incidents and requests through to resolution, ensuring high-quality documentation and audit-ready records.
 * Communicate clearly with clients, managing expectations and providing regular progress updates.
 * Adhere to IT support, incident management and service delivery processes, maintaining high standards of quality and accuracy.
 * Identify recurring issues and contribute to continuous improvement initiatives, knowledge base articles and process enhancements.
 * Collaborate with support and technical teams to deliver excellent customer service and support ongoing operational excellence.
 * Provide backup support for ticket triage and queue management to ensure consistent service coverage.


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