Support Desk Analyst Location: Waterlooville, Hampshire
Working pattern: Full-time, office-based for the first 3 months, hybrid thereafter
Hours: 37.5 hours per week between core hours of 8.30am 5.30pm
Additional: Weekend and Bank Holiday working on a rota basis
About the role Were looking for a Support Desk Analyst to join our growing support team, playing a key role in delivering excellent service to our customers. Youll be the first point of contact for incoming queries, supporting customers by phone, email, and ticketing system, and helping to resolve issues across our EPOS, Back Office, and Web systems.
This is a great opportunity for someone who enjoys helping people, takes pride in seeing issues through to resolution, and wants to develop their technical and customer support skills in a structured environment. Youll work closely with customers, colleagues, and third-party partners, ensuring issues are handled efficiently and professionally.
The role is based full time in our Waterlooville office for the first 3 months, moving to a hybrid working model once probation is successfully completed.
What youll be doing Acting as the first point of contact for customer support queries
Logging, managing, and progressing tickets via phone, email, and ticketing systems
Troubleshooting and resolving customer issues efficiently and professionally
Keeping customers informed with clear and timely updates
Working closely with internal teams and third-party providers to resolve issues
Ensuring tickets are managed in line with agreed SLAs
Building a strong understanding of our customers, products, and systems
Taking ownership of tickets from initial contact through to resolution
Contributing to internal documentation and knowledge bases
Requirements
Experience in a customer-facing role
Confidence using computers, ideally in a retail or software support environment
Strong communication skills and a helpful, professional manner
Good organisation and time management skills
Ability to prioritise work in a fast-paced environment
Comfortable identifying when issues need to be escalated
A proactive approach and willingness to learn
Nice to have Experience in a software or technical support role
Exposure to ticketing or incident management systems
Experience working in a busy retail environment
Awareness of ITIL or similar service management frameworks
IT qualifications or exposure to SQL
Why join us Youll be joining a supportive, collaborative team within ClearCourse, a fast-growing group of technology companies building software and payments solutions for the retail and hospitality sectors. We invest in our people, support long-term development, and offer a working environment where you can build a meaningful career.
Benefits
25 days holiday plus bank holidays
Your birthday off
Hybrid working after probation
Pension scheme
Life assurance
Health cash plan
Access to mental health and wellbeing support
Cycle to Work scheme
Perkbox benefits and discounts
Paid volunteering days
Training, development, and clear progression opportunities
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