Customer Support Analyst

PA Media Group; Howden; On-site; GBP 40,000 - 60,000; Full time

Job summary

A national news agency based in Howden is seeking a Customer Support Analyst to join their IT Operations team. This frontline role involves resolving customer issues and ensuring outstanding service. The ideal candidate will bring experience in customer service or IT support, excellent communication skills, and a proactive approach to problem-solving. The company offers flexible working options, generous holiday, and a supportive work environment.

Benefits

5 weeks’ holiday plus bank holidays

Pension scheme with company match

Life Assurance

Flexible working options

Wellbeing Day

Volunteering Day

Cycle to work scheme

Eye-care vouchers

BUPA health plan

Qualifications

• Experience in a customer service or IT support environment.
• Proactive, problem-solving approach with ownership of issues.
• Good knowledge of Microsoft Office.

Responsibilities

• Receive and log inbound calls and emails from customers.
• Diagnose and resolve incidents at first contact.
• Provide clear updates to users.

Skills

Customer service experience

Excellent communication skills

Organisational skills

Problem-solving approach

PC literacy

Job description

Overview

Role overview

About Us.

PA Media Group is the UK and Ireland’s national news agency and a trusted multi-media content provider for print, web, mobile, and broadcast. For over 150 years, we’ve delivered fast, accurate and dynamic coverage of news, sport, entertainment and more. Our innovation continues today as we develop solutions for our clients and deliver compelling experiences across multiple platforms.

Inclusion

At PA Media Group, we are committed to building an inclusive culture where everyone feels welcome and supported. We celebrate diverse backgrounds, experiences and perspectives.

If you require adjustments at any stage of the recruitment process, please let us know — we are here to support you.

The Role

We’re looking for a proactive and customer-focused Customer Support Analyst to join our IT Operations team based in Howden, East Yorkshire.

In this frontline role, you’ll be the first point of contact for internal and external customers, resolving issues, recording incidents and ensuring an outstanding service experience.

Working in a 24/7, 365-day environment, you’ll collaborate with colleagues and third-party suppliers to investigate and resolve problems quickly and effectively. Whether it’s logging calls, troubleshooting issues, escalating where necessary or keeping stakeholders updated, you’ll play a vital part in keeping our business running smoothly.

Responsibilities

• Receive and log inbound calls and emails from customers, ensuring accurate prioritisation through impact and urgency.
• Diagnose and resolve incidents wherever possible at first contact.
• Provide clear, timely updates to users, managing expectations throughout.
• Escalate issues appropriately to support teams or suppliers.
• Contribute to the Customer Support knowledge base and share knowledge with colleagues.
• Monitor the IT estate and proactively identify potential issues.

About You

To be successful in this role, you’ll bring a strong customer-first mindset and a calm, professional approach to problem-solving. You’ll need excellent communication skills and an analytical mindset, and you’ll thrive in a fast-paced environment where no two queries are the same.

You will bring

• Experience in a customer service or IT support environment.
• Excellent verbal and written communication skills.
• Strong organisational skills and the ability to prioritise effectively.
• A proactive, problem-solving approach with ownership of issues through to resolution.
• Good PC literacy and working knowledge of Microsoft Office.
• Awareness of IT service management processes (knowledge of ITSM tools would be an advantage, but not essential).

What We Offer

This role offers an excellent opportunity to build your skills in IT support and customer service within a supportive and forward-thinking team. You’ll be part of an organisation that values innovation, collaboration and integrity.

You will also benefit from:

• 5 weeks’ holiday plus bank holidays and a holiday purchase scheme.
• Pension scheme with company match (up to 4%)
• Life Assurance (4x salary)
• Flexible working options
• Annual Wellbeing Day
• Annual Volunteering Day
• Cycle to work
• Annual eye-care vouchers
• BUPA health plan (via salary sacrifice)
• Employee assistance programme