Customer and IT Support Analyst

Smart Spaces; Greater London; Sur place; GBP 26 000 - 38 000; Plein temps

Avantages offerts par ce poste

Private Medical Insurance

Life Insurance

Employee Reward Programme

Cycle to Work Scheme

Paid Volunteering Day

Résumé du poste

Smart Spaces is seeking a friendly Support Analyst to blend customer-facing support for our workplace App and CMS with day-to-day IT assistance for colleagues. The role is split ~60% customer support and ~40% internal IT, offering training and growth in a fast-paced Prop Tech environment.

You will troubleshoot issues, create guides, support onboarding, and monitor systems to ensure a seamless experience for customers and teammates alike.

Qualifications

• Experience in a customer-facing or service-focused role, ideally within a tech or SaaS environment.
• Strong interest in technology and IT systems.
• Comfortable using computers and navigating software platforms.
• Sound judgement about security and confidentiality.
• Ability to work independently and manage time during support hours.

Responsabilités

• Respond to customer queries via phone, email, and ticketing system in a timely and professional manner.
• Triage, prioritise and record customer issues, escalating unresolved cases to the appropriate team.
• Capture recurring problems and feedback to improve guides and support processes.
• Create and maintain user guides and documentation for customers to resolve issues independently.
• Assist in delivering online training sessions for customers on our App and Web Portal.
• Conduct testing of the App and CMS to verify issue resolution and product quality.
• Collaborate with developers, project managers, and QA testers to resolve issues.
• Occasionally attend on-site visits to diagnose and resolve customer issues.
• Maintain product knowledge and stay up to date with new features.

Connaissances

Customer support

IT support

SaaS environment

Problem solving

Communication

Time management

MacOS

Windows

Microsoft 365

Formation

Degree in IT/CS

Outils

JIRA Service Desk

Microsoft 365 Admin

Description du poste

As an award-winning, industry-leading Prop Tech company, we develop pioneering tech platforms for building management systems’ control and communication, optimising environments for people and the planet.

Currently a rapidly growing and successful scale-up, we seek talented and highly motivated individuals ready to help us elevate our business to the next level.

Customer and IT Support Analyst

We’re looking for a friendly, organised and technically curious Support Analyst to join our growing team. This is a varied role, combining customer-facing support for our workplace App and CMS with day-to-day IT assistance for colleagues. The role will be split approximately 60% Customer Support (three days per week) and 40% Internal IT (two days per week) each week. You’ll help to troubleshoot issues, guide users towards solutions, improve documentation and support the smooth running of our systems and services to deliver seamless customer experience.

We value communication, sound judgement, a positive attitude and a willingness to learn, so you don’t need to have extensive technical experience to excel in this role. You will receive training and guidance across both functions, with opportunities to build your technical skills and grow over time.

This is a fantastic opportunity for someone who thrives in a fast-paced tech environment and enjoys solving problems and making a real impact on customer satisfaction.

Role responsibilities

Customer Support
Approximately 60% / 3 days per week

• Respond to customer queries via phone, email and ticketing system (JIRA Service Desk) in a timely and professional manner
• Triage, prioritise and accurately record customer issues, providing clear updates and escalating unresolved cases to the appropriate team.
• Capture recurring problems and customer feedback to improve support guides and flag opportunities for product or process improvement.
• Create and maintain user guides and documentation to empower customers to resolve issues independently.
• Assist in organising and delivering online training sessions for customers on our App and Web Portal.
• Conduct testing of the App and CMS to verify issue resolution and ensure product quality.
• Collaborate with developers, project managers, and QA testers to resolve 1 st , 2 nd line issues.
• Occasionally attend on-site visits to diagnose and resolve customer issues directly.
• Maintain a high level of product knowledge and stay up to date with new features and updates.

Internal IT Operations
Approximately 40% / 2 days per week

• Provide day-to-day first-line support for colleagues using macOS and Windows devices, escalating complex issues when appropriate.
• Keep IT documentation, troubleshooting guides, procedures and asset records accurate and up to date.
• Assist with routine colleague onboarding and offboarding tasks, such as preparing devices and supporting approved account or access changes.
• Maintain accurate hardware/software asset records and record requests and resolutions.
• Help with device setup, standard software installation and basic Microsoft 365 user support, following established procedures.
• Support routine identity and access requests, security checks and backup checks, escalating anything unusual or high risk.
• As skills and confidence develop, take responsibility for routine tasks, with guidance and escalation available.

Role requirements (essential)-

• Excellent communication and interpersonal skills, with the ability to explain solutions clearly and patiently.
• Experience in a customer-facing or service-focused role, ideally within a tech or SaaS environment.
• Strong interest in technology and IT systems.
• Comfortable using computers and navigating software platforms.
• Sound judgement about security, confidentiality and when to expand a problem.
• Good organisation, attention to detail and the ability to manage requests and follow procedures reliably.
• Ability to work independently and manage time effectively during agreed support hours, which may include occasional late shifts.
• A methodical approach to troubleshooting, with the ability to gather information, document issues

Role requirements (desirable)-

• Experience supporting Apps and CMS platforms.
• Familiarity with JIRA Service Desk or similar ticketing systems.
• Everyday familiarity with Microsoft 365 and an interest in learning its administration.
• Basic familiarity with Windows and macOS, and with troubleshooting common hardware or software issues.
• Awareness of device management, user accounts, access permissions and core cybersecurity practices.
• Basic understanding of networking concepts such as Wi-Fi, DNS or VPN connectivity.
• An interest in scripting (such as Python, PowerShell or Bash), workflow automation and process improvement.
• Degree in IT, Computer Science, or related field.

Our Values

We believe it’s our strong commitment to our values that sets us apart and defines who we are. They are at the heart of everything we do, whether it’s our commitment to our clients or each other, and we welcome candidates that share this ethos.

• We care and are conscientious.
• We are personable and respectful.
• We are passionate and enthusiastic.

If you share in our values and feel you can contribute towards making our company the best it can be, then join us and help build the future of greener, smarter, and more connected workspaces.

Diversity and inclusion

We celebrate our friendly, diverse, and inclusive team and highly value the diversity of thought and creativity this brings. A broad-minded team is open to innovation and ideas that benefit us all.

When recruiting, we ensure that applicants are chosen based on their merit and ability and are treated equally, irrespective of disabilities, race, colour, religion, nationality, ethnic origin, age, sex, sexual orientation, or marital status.

Employee Private Medical InsuranceLife InsuranceEmployee Reward ProgrammeCycle to Work SchemePaid Volunteering Day