1st Line Support Analyst — SQL & Client Care

Procentia - Pensions Software Solutions; West of England; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday (plus public holidays)

Buying and Selling holiday (up to 1周)

Volunteer day

5% Employer contribution pension

Life Assurance

Private Medical Insurance

Employee Assistance Programme (EAP)

Health care cash plan

Tusker – Electric Car Leasing scheme

Job summary

Procentia is seeking a Support Analyst to join our Client Support team, delivering first-line operational support to client incidents and service requests. You will log, triage, and resolve tickets, perform SQL-driven investigations, and ensure timely updates while maintaining audit-ready documentation.

You will balance incident handling with service request processing, escalate when needed, and keep customers informed throughout the lifecycle.

Qualifications

• Experience in a first-line support role, handling incidents and service requests.
• Ability to run basic SQL queries for investigation and validation.
• Experience using ticket management systems to track and resolve issues.
• Strong written and verbal communication skills in a professional context.
• Ability to manage multiple tickets and priorities effectively.

Responsibilities

• Act as the first point of contact for client incidents and service requests, delivering a professional and responsive support service.
• Log, prioritise, triage and resolve first‑line support tickets, ensuring accurate documentation and timely updates.
• Investigate and troubleshoot technical and data‑related issues, including SQL-based root cause analysis.
• Escalate complex or high‑impact incidents with clear, actionable information to senior analysts.
• Manage ticket queues to meet SLAs and keep customers informed throughout.
• Process and complete service requests accurately, following established procedures.
• Maintain ownership of incidents and requests through to resolution with audit‑ready records.
• Communicate progress clearly with clients and manage expectations as needed.
• Adhere to IT support and incident management processes, maintaining quality and accuracy.
• Identify recurring issues and contribute to knowledge base and process improvements.
• Collaborate with support and technical teams to deliver excellent customer service and ongoing operational excellence.
• Provide backup support for ticket triage and queue management to ensure coverage.

Skills

First-line support

Incident handling

SQL queries

Ticket management systems

Effective communication

Multi-tasking

Tools

Ticketing systems

SQL

Job description

Procentia is seeking a Support Analyst to join our Client Support team, delivering first-line operational support to client incidents and service requests. You will log, triage, and resolve tickets, perform SQL-driven investigations, and ensure timely updates while maintaining audit-ready documentation.

You will balance incident handling with service request processing, escalate when needed, and keep customers informed throughout the lifecycle.