Job Description

Posted 1 hour ago

Our client is a growing UK Software product company providing workforce management software to 100’s of customers across the UK. They're investing in the maturity of their support function and are looking for a Technical Support Analyst (1st line / Service Management) to help shape how they deliver service, working closely with Product and Engineering.

Location: Banbury, but work from home & remote available. Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc Salary: £35,000 to £40,000 basic plus benefits. Working arrangement: hybrid, with core weekday hours and a weekend support rota every 4-6 weeks (additional compensation applies).

What you'll be doing

Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.
Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.
Build a lightweight problem management practice, driving root-cause analysis with Engineering.
Act as the bridge between Customer Success, Product and Engineering during escalations.
Improve ticketing tools, workflows and reporting to strengthen the wider support function.
Coach support agents on troubleshooting technique and customer communication.

What you need to bring

Demonstrable experience in a support, service desk or ITSM role.
Strong working knowledge of ITIL practices, particularly Incident and Problem Management.
Direct customer-facing experience, comfortable handling difficult conversations with customers and stakeholders.
A track record of improving support processes, not just working within them.
Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management or ServiceNow (desirable: Zendesk administration, ITIL 4 Foundation certification).

Why you'll love this job

Real influence over how a growing support function is built, with scope to grow into leading it.
A chance to provide a support function at a Software company (SaaS), not just traditional “IT support”
A small, close-knit team where your work and impact are visible.
Genuine investment in your development, including support for ITIL certification.

If you're ready to bring structure, judgement and real improvement to a growing support function, we'd love to hear from you. Apply now to find out more about this exciting opportunity