Technical Support Analyst

Our client is a growing UK Software product company providing workforce management software to 100’s of customers across the UK.

They're investing in the maturity of their support function and are looking for a Technical Support Analyst (1st line / Service Management) to help shape how they deliver service, working closely with Product and Engineering. Location: Banbury, but work from home & remote available.

Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc Salary: £35,000 to £40,000 basic plus benefits. Working arrangement: hybrid, with core weekday hours and a weekend support rota every 4-6 weeks (additional compensation applies).

What you'll be doing Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.<br />Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.<br />Build a lightweight problem management practice, driving root-cause analysis with Engineering.<br />Act as the bridge between Customer Success, Product and Engineering during escalations.<br />Improve ticketing tools, workflows and reporting to strengthen the wider support function.<br />Coach support agents on troubleshooting technique and customer communication.

What you need to bring Demonstrable experience in a support, service desk or ITSM role.<br />Strong working knowledge of ITIL practices, particularly Incident and Problem Management.<br />Direct customer-facing experience, comfortable handling difficult conversations with customers and stakeholders.<br />A track record of improving support processes, not just working within them.<br />Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management or ServiceNow (desirable:

Zendesk administration, ITIL 4 Foundation certification).

Why you'll love this job Real influence over how a growing support function is built, with scope to grow into leading it.<br />A chance to provide a support function at a Software company (SaaS), not just traditional “IT support”<br />A small, close-knit team where your work and impact are visible.<br />Genuine investment in your development, including support for ITIL certification.

If you're ready to bring structure, judgement and real improvement to a growing support function, we'd love to hear from you. Apply now to find out more about this exciting opportunity