IT Support Analyst
Belfast (Hybrid)
Our client is an established and growing technology business delivering specialist cloud-based software solutions to an international customer base.
They are now seeking an IT Support Analyst to join their Belfast team. This is an excellent opportunity for someone who enjoys problem solving, client engagement, and working with modern software in a collaborative, fast-paced environment.
The Role:
You’ll act as the first point of contact for client support queries, ensuring customers receive a first‑class service while helping resolve technical and platform‑related issues.
Responsibilities:
* Managing incidents and service requests via the Service Desk platform
* Logging, prioritising and resolving tickets within SLA targets
* Providing updates to clients via email, phone, Teams and ticketing systems
* Escalating more complex issues to internal technical teams
* Supporting onboarding, client training sessions and webinars
* Maintaining FAQs, troubleshooting guides and knowledge base content
* Identifying recurring issues and suggesting service improvements
Experience:
* Experience using ticketing / Service Desk tools such as Zendesk, Freshdesk or Jira Service Management
* Strong Excel / MS Office skills
* SQL or similar database querying knowledge
* Strong troubleshooting and analytical skillsExcellent written and verbal communication
* Ability to explain technical issues clearly to non-technical users
* Organised, proactive and calm under pressure
* Fast learner with strong attention to detail
Package:
* Hybrid working (3 days in office)
* 25 days annual leave + bank holidays, increasing with service
* Additional wellness half-days
* Pension (5% employee / 4% employer)
* Gym allowance up to £125 per month
* Private healthcare (including dental & optical cover)
* Buy/sell holidays
* Tech scheme (£1,000-£2,000)
* Enhanced maternity & paternity pay
* Social events, awards and team incentives
Please apply now if you are meeting the above criteria or contact Andrew Harriosn directly.
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