First Line Support Analyst

Job Description

We are recruiting for a First Line Services Support Analyst to join a growing and technology-driven operations team based in Whiteley. This is an excellent opportunity for someone with a customer-focused mindset and an interest in technology to build a career within a specialist technical support environment. Full training will be provided, with clear progression into more technical and mid-level roles over time. You will support customers with system queries, technical issues and operational processes, ensuring a high-quality service and smooth day-to-day platform performance. This role offers exposure to software systems, APIs, transaction processing and operational data, making it ideal for someone looking to develop technical skills within a structured and supportive environment.

Key Responsibilities

• Provide first-line support to customers, resolving system and transaction queries
• Troubleshoot issues relating to system configuration, integrations and operational processes
• Manage customer onboarding and support setup of new accounts
• Monitor and process daily operational activities, ensuring accuracy and efficiency
• Escalate complex issues while maintaining ownership and communication with customers
• Maintain clear and accurate records of support activity and system updates
• Support reporting and data analysis using Excel and internal systems
• Assist with incident tracking, resolution and continuous improvement initiatives

Skills & Experience

• Previous experience in an IT customer service or IT support-based role
• Strong interest in technology, systems or software
• Excellent communication skills with the ability to explain issues clearly
• Strong attention to detail and organisational skills
• Ability to manage workload and prioritise tasks in a busy environment
• Basic experience with Microsoft Office (especially Excel)
• Exposure to technical concepts such as APIs, data, or system integrations - Desirable
• Experience supporting software or technical products - Desirable
• Interest in fintech, online systems - Desirable
• Proactive, positive and keen to learn
• Strong problem-solving mindset
• Curious and motivated to develop technical skills
• Comfortable working in a structured, process-driven environment

Salary & Benefits

• £27,000 – £29,000 salary
• 25 days holiday + bank holidays
• Company pension
• On-site parking
• Office-based role (Whiteley)
• Structured training and development programme
• Clear progression opportunities into more technical roles