Technical Support Analyst

Salary: £35,000 - 35,000 per year

Requirements:

• Demonstrable experience in a support, service desk, or ITSM role.
• Strong working knowledge of ITIL practices, particularly Incident and Problem Management.
• Direct customer-facing experience, with confidence handling difficult conversations with customers and stakeholders.
• A track record of improving support processes, not just working within them.
• Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management, or ServiceNow.
• Desirable: Zendesk administration experience.
• Desirable: ITIL 4 Foundation certification.

Responsibilities:

• Work on the front line with the support team, triaging tickets and resolving customer issues within SLA.
• Own the lifecycle of significant incidents, from triage through resolution and post-incident review.
• Build a lightweight problem management practice and drive root-cause analysis with Engineering.
• Act as the bridge between Customer Success, Product, and Engineering during escalations.
• Improve ticketing tools, workflows, and reporting to strengthen the wider support function.
• Coach support agents on troubleshooting technique and customer communication.

Technologies:

• Support
• ITIL
• ITSM
• JIRA
• ServiceNow
• Zendesk

More:

We are a growing UK software product company providing workforce management software to hundreds of customers across the UK. We are investing in the maturity of our support function and are looking for a Technical Support Analyst to help shape how we deliver service, working closely with Product and Engineering. The role is based in Banbury, with work-from-home and remote options available, and there are good commutes from Rugby, Oxford, Coventry, Leamington Spa, Northampton, and Milton Keynes. We offer a salary of £35,000 to £40,000 plus benefits. The working arrangement is hybrid, with core weekday hours and a weekend support rota every 4 to 6 weeks, with additional compensation. We offer real influence over how a growing support function is built, scope to grow into leading it, a small close-knit team where your impact is visible, and genuine investment in your development including support for ITIL certification.

last updated 33 week of 2026