This organisation is a well-established provider of enterprise software used by large, corporate customers to manage core people and workforce processes. The business has been operating successfully for a number of years and continues to grow steadily without compromising on culture or quality.
They have built a very solid, experienced team, with low attrition and a reputation for being a nice environment to work in. Internally, the culture is professional, supportive, and team-oriented, with a strong focus on training, collaboration, and long-term careers. The company offers an excellent salary package, great benefits, and very good career progression for employees who want to grow within the organisation.
What They're Looking For
They are hiring a Tier 1 Support Analyst to join their client support function. This role suits someone early in their career who is interested in IT service desk, software support, or customer-facing technology roles.
You will act as the first point of contact for corporate customers, handling day-to-day support requests and ensuring issues are either resolved efficiently or escalated correctly. Full training is provided, making this an ideal opportunity for someone with 0–3 years' experience who wants to build a career in tech within a very good team environment.
Key Responsibilities
* Act as the initial contact for incoming client queries via phone, email, and ticketing systems
* Log, categorise, and prioritise support requests accurately within a CRM or ticketing platform
* Guide users through standard system functionality and day-to-day platform usage
* Resolve common and repeat issues using internal documentation and knowledge resources
* Follow structured escalation procedures for technical or non-standard issues
* Pass well-documented tickets to senior support colleagues when required
* Collect and clarify client requirements for standard or ad-hoc system reports
* Assist users with basic report filters and configuration changes
* Ensure service levels, response times, and customer experience standards are consistently met
Skills & Experience (Nice to Have)
* Previous experience in customer service, helpdesk, IT support, or software support
* Confidence communicating with non-technical users in a clear and professional manner
* Strong telephone manner and written communication skills
* Ability to manage multiple tickets or calls simultaneously while maintaining attention to detail
* Comfortable working with ticketing systems and standard office software
* A proactive, organised mindset and willingness to learn new systems
* Interest in building a long-term career within a growing technology business