Job title: Support Analyst
Location: Flexible / Hybrid / Warwick
Contract: Permanent, Full-time
About the Role
We are looking for a Support Analyst to provide frontline operational support for digital products following launch. This role is key to ensuring client issues are triaged efficiently, analysed accurately, and progressed through to resolution while maintaining excellent communication and service standards.
You will work closely with technical, product, and service teams to manage support cases end-to-end, track SLAs, and help continuously improve support processes and platform stability.
Key Responsibilities
Ticket Triage & Case Management
* Act as the first point of contact for incoming support tickets, ensuring accurate logging, categorisation, and prioritisation in line with agreed SLAs.
* Carry out initial diagnostics, gather relevant information, and replicate issues where possible to determine the correct escalation path.
* Maintain ownership of tickets throughout their lifecycle, providing clear documentation and timely progression to resolution.
Client Communication
1. Deliver clear, concise, and professional updates to clients regarding progress, actions taken, and next steps.
2. Manage expectatio...