Support Analyst

S&W are a top ten UK accountancy and advisory firm. Since 1881, we've worked with our clients to unlock opportunities and navigate the challenges of a changing world. As a trusted partner, we bring clarity to clients with complex requirements, shaping solutions that make a difference. Offering a broad range of services spanning business and private client tax advice, assurance and business services and a suite of advisory and digital services, we work with clients to understand their needs, uncover value and support every stage of business and of life. We believe this is how we can best support our clients' growth.

It's our vision to be the go-to professional services firm for sophisticated businesses and private clients with complex needs and our success hinges on our people. We are a team of highly skilled and passionate professionals, who are empowered to achieve their career aspirations, as we continue to build our business.

Job Purpose

As a Support Analyst, you will provide first-line and deskside technical support to all staff, with additional involvement in supporting mergers and acquisitions (M&A) activities when required. A core part of the role is handling high volumes of service desk queries, including answering and triaging telephone calls, emails, and tickets raised through the customer portal. You’ll log, prioritise, and resolve incidents and requests using ServiceNow, ensuring a consistent and high-quality support experience. 

You will also be responsible for laptop builds and delivering hands-on desktop support across hardware and software issues. Based in our London office, you will provide friendly, clear, and effective support to colleagues on-site, with occasional travel to assist M&A activities and integration work. The role is primarily based onsite in our  London office, with occasional work from home days considered in line with business requirements. 

Key Responsibilities 

• Frontline Support & Customer Service: Deliver exceptional support via phone, email, and the customer portal, meeting agreed SLAs/KPIs and ensuring a high level of user satisfaction.  

• Incident & Request Management: Log, categorise, and prioritise all Incidents/Requests in ServiceNow using the impact/urgency matrix; manage tickets through their lifecycle with clear, timely updates.  

• Technical Support (Deskside/Remote): Provide hands-on desktop support including laptop builds, account provisioning, application installs, and hardware/software troubleshooting; escalate to specialist/support/DevOps teams when appropriate.  

• Ownership & Communication: Maintain strong incident ownership to resolution; communicate clearly with users and stakeholders, setting expectations and providing progress updates.  

• Knowledge & Continuous Improvement: Create/update knowledge base articles; contribute feedback and ideas for process improvements; ensure your own knowledge remains current.  

• Security & M&A Support: Promote security best practices and compliance; provide planned on-site support for M&A activities, collaborating with relevant teams and travelling occasionally as needed. 

Skills, Experience & Qualifications 

• A customer services background - Required. 

• Service Desk Experience: Prior experience in a Service Desk/1st line role, with strong customer service skills - Required. 

• Previous knowledge / experience of using ServiceNow (desirable) - Desirable. 

• Microsoft Stack: In depth knowledge of Microsoft products (e.g., Windows 10/11, O365/M365, Teams, OneDrive, Outlook) and common enterprise tooling - Required. 

• Communication & Teamwork: Excellent verbal/written communication; able to work effectively both in a team and independently - Required. 

• Problem Solving Under Pressure: Strong troubleshooting skills; comfortable operating in time sensitive or high-pressure situations with effective prioritisation - Required. 

• Process & Reporting: Familiarity with incident/request management (ITIL-aligned); attention to detail in logging; ability to analyse data and produce meaningful reports - Required. 

• Security & Compliance: Awareness of IT security and compliance standards; exposure to M&A support is desirable - Desirable. 

Professional Qualifications and Education 

• ITIL Foundation (desirable) 

Key Competencies

• High degree of multi-tasking
• Assertive, confident, positive, and professional manner
• Flexible and adaptable as the business demands
• Strong attention to detail in logging support calls, updating call details and managing call closure
• Strong eye for detail