Service Desk Support Analyst

About The Role

We are hiring a proactive and customer:focused Support Analyst to join our clients Customer Operations team. Reporting directly to the Head of Customer Operations, this home:based role offers an excellent opportunity to support customers across UK and US time zones as part of a well:established SaaS business.You''ll play a key part in ensuring exceptional customer service by providing technical support and troubleshooting assistance, with a focus on delivering a high:quality support experience to users of the platform.Working Hours

This role follows a rotating shift pattern to provide full coverage across UK and US business hours:Shift 1: 08:30 – 16:30 GMT/BSTShift 2: 14:00 – 22:00 GMT/BSTThe shift alternates weekly between two Support Analysts (including this role), ensuring seamless customer support across both regions. Shift adjustments may be required to cover colleague annual leave and public holidays (UK Bank Holidays and US Federal Holidays are shared between the team).Note: Support is only required during standard working hours in UK (GMT/BST) and US (EST) time zones. No out-of-hours support is needed.Key Responsibilities

Provide front-line support to customers, troubleshooting and resolving technical issues via email, chat, and occasional calls.Act as the first point of contact for incoming support requests through a ticketing system.Escalate more complex issues to Level 2/3 support teams where appropriate.Maintain detailed documentation of support interactions and resolutions.Collaborate with internal teams to improve customer experience and inform product development.Assist with onboarding new customers and training where needed.Contribute to support documentation and help centre articles.About You

We’re looking for someone with a strong customer focus, technical aptitude, and a calm, problem-solving approach.Essential Skills And Experience

Experience in a support analyst or helpdesk role (ideally within a SaaS environment).Ability to diagnose and resolve technical issues efficiently.Excellent written and verbal communication skills.Comfortable working remotely and independently, while collaborating with a wider support team.Experience working in a shift-based support environment is a plus.Desirable

Level 2 support experience within a SaaS support desk.Experience supporting enterprise or B2B customers.Familiarity with support tools such as Zendesk, Jira, or similar ticketing systems.What''s On Offer

Competitive salary of A GBP 33,000 – A GBP 36,000 depending on experience.Additional A GBP 4,000 shift rotation allowance for covering unsociable hours (18:00 – 22:00).Flexible remote work environment.Opportunity to join a supportive and collaborative team culture.Exposure to a global customer base and modern SaaS technologies.If you would like to apply for the role of Support Analyst, please contact Jade on [contact details to be provided].Closing date is 21.8.2025. Please note this could change subject to suitable applications.Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client.By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy, please visit our website.Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. While we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the ..... full job details .....