First Line Support Analyst

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