Customer and IT Support Analyst

Role overview

Customer support

• Respond to customer queries by phone, email and JIRA Service Desk; triage, prioritise and record issues, provide updates and escalate unresolved cases.
• Capture recurring issues and customer feedback, improve support guides and identify product or process improvements.
• Create user guides, help deliver online App and Web Portal training, and test the App and CMS to verify fixes and product quality.
• Collaborate with developers, project managers and QA testers on first- and second-line issues; occasionally visit customer sites to resolve problems.
• Keep product knowledge current as features and updates are released.

Internal IT operations

• Provide first-line support for colleagues using macOS and Windows devices and escalate complex issues.
• Maintain IT documentation, troubleshooting guides, procedures and hardware/software asset records.
• Assist with onboarding and offboarding, device preparation and approved account or access changes.
• Help set up devices, install standard software and provide basic Microsoft 365 support.
• Support routine identity and access requests, security checks and backup checks, escalating unusual or high-risk issues.

Essential requirements

• Excellent communication and interpersonal skills, including the ability to explain solutions clearly and patiently.
• Experience in a customer-facing or service-focused role, ideally in technology or SaaS.
• Strong interest in technology and IT systems; comfortable using computers and navigating software platforms.
• Sound judgement about security, confidentiality and escalation; strong organisation and attention to detail.
• Ability to manage requests and follow procedures reliably, work independently and manage time during agreed support hours, including occasional late shifts.
• Methodical approach to troubleshooting, gathering information and documenting issues.

Desirable experience and qualifications

• Experience supporting Apps and CMS platforms; familiarity with JIRA Service Desk or similar ticketing systems.
• Everyday familiarity with Microsoft 365 and basic familiarity with Windows, macOS and common hardware or software troubleshooting.
• Awareness of device management, user accounts, access permissions, cybersecurity practices and networking concepts such as Wi-Fi, DNS or VPN.
• Interest in scripting such as Python, PowerShell or Bash, workflow automation and process improvement.
• A degree in IT, Computer Science or a related field is desirable.

About the company