1st Line Support Analyst
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
1. Genuine enthusiasm for IT, technology, a...