Client Support Analyst - First-Line IT & SQL

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

Benefits offered by this job

25 days holiday

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, part of the Brightwell Group, is a software company specialising in pensions and risk transfer. The Support Analyst role provides first‑line operational support, handling incidents and service requests and ensuring tickets are logged, triaged, and resolved within SLAs.

Working in Client Support, you will balance incident handling, service request processing, and documentation, with a focus on quick recovery and audit‑ready records while maintaining clear client communication.

Qualifications

• Experience in a first-line support role.
• Experience handling incidents and service requests in a structured environment.
• Working knowledge of SQL for investigation and validation.
• Experience using ticket management systems.
• Strong written and verbal communication skills.
• 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 the use of SQL queries to support root cause analysis and resolution.
• Escalate complex or high-impact incidents with clear and actionable information, working closely with senior analysts and technical teams.
• Manage ticket queues effectively, ensuring SLAs are achieved and customers are kept informed.

Skills

First-line support

Incident handling

SQL

Ticket management systems

Communication

Multi-tasking

Tools

Ticketing software

Job description

Procentia, part of the Brightwell Group, is a software company specialising in pensions and risk transfer. The Support Analyst role provides first‑line operational support, handling incidents and service requests and ensuring tickets are logged, triaged, and resolved within SLAs.

Working in Client Support, you will balance incident handling, service request processing, and documentation, with a focus on quick recovery and audit‑ready records while maintaining clear client communication.