We are seeking a motivated and customer-focused 1st Line Support Analyst to join a growing support team based in Hertfordshire. This is an excellent opportunity for someone with a genuine interest in technology and customer service who is looking to build a long-term career within software support and IT systems.
The successful candidate will provide support to customers using a workforce and operational management platform, assisting with technical queries, troubleshooting issues, and delivering a high standard of customer service.
Key Responsibilities
* Providing 1st line support to customers via telephone, email, and ticketing systems
* Logging, updating, and managing support tickets accurately and efficiently
* Troubleshooting software, system, and device-related issues
* Assisting users with platform functionality and day-to-day usage queries
* Escalating more complex technical issues to relevant internal teams where required
* Collaborating with internal departments including Projects, Development, and Customer Success teams
* Creating and maintaining customer-facing help guides, FAQs, and user documentation
* Supporting continuous improvement initiatives within the support function
Candidate Profile
* Genuine enthusiasm for IT, technology, and customer support
* Strong communication and interpersonal skills
* Professional and confident telephone manner
* Excellent written communication with good attention to detail
* Strong organisational and problem-solving abilities
* Proactive mindset with a willingness to learn and develop
* Ability to work effectively both independently and within a collaborative office environment
* Previous experience within customer service or technical support would be advantageous, although not essential
Qualifications & Experience
Essential
* Previous experience within a customer service or support-focused environment
* Basic understanding of IT systems, software, and hardware
* Experience using Microsoft Office applications
* Experience working as part of a team
* Good standard of English and Mathematics
Desirable
* Previous experience within a 1st Line Support or Helpdesk position
* Experience using ticketing or helpdesk systems
Skills & Abilities
Essential
* Strong verbal and written communication skills
* Good troubleshooting and problem-solving abilities
* Ability to prioritise workload and manage tasks effectively
* Strong organisational and time management skills
* Ability to follow processes and procedures accurately
* Excellent customer service skills
* Ability to work independently as well as collaboratively within a team
Desirable
* Ability to diagnose basic technical issues remotely
* Experience documenting issues and resolutions clearly
* Ability to identify recurring issues and suggest process improvements
* Confidence managing challenging customer situations professionally
* Ability to learn new systems and technologies quickly
Personal Attributes
Essential
* Friendly, professional, and approachable manner
* Patient and calm under pressure
* Reliable and dependable
* Positive attitude with a willingness to learn
* Good attention to detail
* Flexible and adaptable approach to work
Desirable
* Enthusiasm for technology and continuous professional development
* Proactive and self-motivated approach
* Ability to build positive working relationships
* Willingness to take ownership of issues through to resolution
* Commitment to delivering high levels of customer satisfaction