Job Vacancy Service Support Team Analyst

In this role, you will provide operational support by managing service requests, incidents and lifecycle activities, ensuring they are resolved efficiently and in line with agreed service levels. You'll work independently on day-to-day support activities while collaborating with colleagues to deliver excellent customer service, contribute to minor upgrades and identify opportunities to improve operational processes.

You'll communicate directly with clients, vendors and third-party suppliers to resolve issues, perform basic administration across customer applications and contribute to a culture of knowledge sharing and continuous improvement. As part of a 24/7/365 support team, you'll play an important role in maintaining the availability and reliability of critical services.

Key responsibilities:

• Resolve & Manage service requests and incidents in line with best practice and SLA targets.

• Investigate & Escalate complex technical issues following established procedures.

• Support & Administer customer applications and lifecycle management activities.

• Communicate & Collaborate with clients, vendors and internal teams to ensure timely resolution of issues.

• Review & Route incoming incidents to the appropriate support teams.

• Identify & Improve opportunities to enhance operational processes and service delivery.

• Contribute & Share knowledge, documentation and best practices across the team.

• Participate & Support the 24/7/365 operational support rota.

Required qualifications to be successful in this role

We're looking for a motivated and customer-focused IT professional with excellent communication skills and a proactive approach to problem solving. You'll be comfortable working independently as well as part of a collaborative team, with a strong commitment to delivering high-quality support in a fast-paced operational environment.

Essential qualifications:

• Strong problem-solving and analytical skills.

• Excellent written and verbal communication skills.

• Ability to work independently and collaboratively within a team.

• Self-motivated with strong organisational and time management skills.

• Commitment to delivering excellent customer service.

• Willingness and ability to participate in a 24/7/365 support rota.

Desirable qualifications:

• Previous experience in a customer-facing IT Service Desk or IT Support role.

• Understanding of working to Service Level Agreements (SLAs).

• ITIL Foundation certification or ITIL awareness.

• Experience working with incident and service request management tools.

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