Support Analyst, Software Support

Support Analyst, Software SupportA Support Analyst opportunity has opened up with a growing software business, offering the chance to build your career in a customer-facing technical role. Could this be the ideal next step for someone with a passion for problem-solving and delivering great service?The RoleThe Support Analyst will serve as the first point of contact for customers using a cloud-based workforce management platform, handling queries across phone, email, and remote support tools. Day to day, you will diagnose and resolve user issues, keep accurate records within the service desk system, and ensure SLA targets are consistently met. You will also maintain knowledge base articles and customer configuration records to support continuous improvement, escalating more complex technical issues to second-line teams with clear diagnostic detail when needed.The CompanyThis is a well-established UK-based software business operating in the workforce technology space. They have a collaborative, team-oriented culture and a track record of supporting staff development, with previous employees in similar roles having moved into a variety of other positions across the business over time.What experience does the Support Analyst need?Some hands-on commercial experience in a user-facing IT support role, whether supporting internal users or external customersConfidence troubleshooting technical issues and communicating clearly with non-technical users across multiple ..... full job details .....