Technical Support & Business Analyst (1st & 2nd Line)

Technical Support & Business Analyst (1st & 2nd Line) - £27k-£32k depending on experience + Flexible Benefits - Hybrid (Central London) - Permanent role

• NO Sponsorship is given for this role.

• Salary: £27,000 - £32,000 (depending on experience)
• Location: Central London (King's Cross area)
• Work Pattern: Hybrid/office-based days to be agreed, minimum 2 days per week

Job Overview

We are a leading IT Consultancy with offices in UK and Europe (Netherlands, Belgium, and Switzerland) looking to recruit a permanent Technical Support & Business Analyst to join our team. We deliver a range of services from IT Consultancy, Software Project Development, and Application Support Services for our corporate clients covering Insurance, Retail, FMCG, Music & Entertainment Publishing, Automotive, Logistics & Leasing, and Charity domains (including UN organisations).

As OCS Consulting is part of an Employee Ownership Trust, after a qualifying period, the successful candidate will be able to contribute to the company's future vision and share in the profits.

This hybrid role bridges the gap between technical operations and business requirements. You will provide critical 1st and 2nd line application support while analysing business needs, writing documentation, and assisting with testing. This role is ideal for a keen analyst who enjoys both solving immediate technical issues and improving long-term business processes.

Role Requirements:

Mandatory Experience & Technical Skills

• 3+ years of experience in IT, specifically within a Support Analyst, Business Analyst, or similar hybrid technical role
• Proficiency in SQL: Strong ability to write queries, join tables, and analyse relational databases to troubleshoot issues
• Proven track record of handling 1st and 2nd line application or software support
• Strong requirement gathering, analytical, and problem-solving skills
• Ability to commute to our King's Cross office minimum 2 days per week and occasionally to our offices in Borehamwood and Horsham

Desirable Skills & Experience

• Testing Experience: Knowledge of QA methodologies, writing test plans, or executing manual/automated tests
• Solid Documentation Experience: Proven ability to write clear, structured documentation for both technical and non-technical audiences
• Experience using ticketing systems (eg, Jira, ServiceNow) and documentation tools (eg, Confluence)
• Knowledge of Agile methodology
• Full, clean driving license and own transport would be a strong advantage

Soft Skills

• Excellent proficiency in English with a wide vocabulary and strong grammar (mandatory)
• Excellent communication and interpersonal skills
• Highly motivated and enthusiastic individual, prepared to go the extra mile
• Strong organisational skills with the ability to manage competing priorities
• Ability to work and maintain momentum independently
• A customer-centric mindset with empathy for end-user frustrations

Key Responsibilities:

1st & 2nd Line Support

• Act as the first point of contact for technical and application-related queries
• Triage, investigate, and resolve 1st and 2nd line support tickets within agreed SLAs
• Escalate complex 3rd line issues to engineering or vendor teams with clear diagnostic data
• Monitor system health and identify recurring technical trends or problems

Business Analysis & Data

• Gather and translate user requirements into clear technical specifications
• Use SQL to query databases, investigate data anomalies, and extract insights
• Map "as-is" and "to-be" business workflows to drive system optimization
• Act as a liaison between non-technical business stakeholders and technical teams

Documentation & Testing (Desirable)

• Create and maintain comprehensive technical documentation, user guides, and knowledge-based articles
• Support User Acceptance Testing (UAT) cycles alongside business stakeholders

Our Offer:

• Salary between £27,000-£32,000 depending on experience
• Variety of benefits including;
• Enhanced Pension
• Life insurance
• Medical & Dental cover
• Permanent Health Insurance
• Critical Illness benefit
• Joining the Employee Ownership Trust after a qualifying period
• Flu jabs
• Health and Wellbeing Program
• Employee of the Month and Long Service Awards
• Generous Holiday Allowance - increases based on the length of service
• Career-based training
• Supportive and collaborative working environment
• Career Development - Opportunity to progress, both in terms of skills and experience for the motivated and talented individual