Servicedesk Analyst

Software Support Analyst - Servicedesk Analyst

Hybrid: Mon-Wed onsite in Hull, Thurs-Fri can be remote
Salary range: £25K + 30 days holiday + Benefits

The Client:

Our client is one of Europe s leading providers of alerting and compliance solutions for the fire and security sector.

Position Overview:
They are seeking a dedicated and Product Support Engineer to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to their customers, ensuring the effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. A customer focused mindset is a critical attribute for this role.

Key Responsibilities:

Provide first-line support to the product users via phone and ticketing system ensuring timely resolution and minimal customer downtime.

Deliver excellent customer support with clear SLAs via tickets, calls, and remote sessions.
Author and maintain knowledge base content; spot trends and reduce repeat incidents.
Collaborate with Product and Engineering to resolve defects and improve UX.
Track CSAT, FCR, and resolution times; continuously improve processes.

Escalate complex issues to senior technical teams as necessary, following internal procedures.

Maintain an understanding of the products and functionalities to assist with customer queries.

Build and maintain strong customer relationships, ensuring a high level of customer satisfaction.

Experience:

Minimum of 2 years of experience in an application support or IT support role, ideally supporting software products.

Strong troubleshooting skills, with the ability to analyse and solve technical problems quickly.

Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote support tools.

Good interpersonal skills, good on the phone, good written and spoken English

Certifications in IT support or related areas would be an asset.

Benefits:

Competitive salary.

Opportunities for career development and internal training.

Collaborative and inclusive work environment.

Health and wellness benefits, including medical insurance and enhanced annual leave package.

Cycle to Work and Electric Car schemes

Our client is an equal-opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply.