Digital Development Assistant

Tetra Tech, Inc.; Leeds; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

Tetra Tech, Inc. is seeking a dedicated Digital Support Analyst in the UK to act as the first point of contact for business applications. You will manage support requests from initial contact through resolution, balancing troubleshooting with excellent customer service.

The role focuses on application usage, access, permissions, data, workflows and configuration, within a hybrid/remote setup. You will collaborate with product owners, developers and stakeholders to improve service quality, reduce

Qualifications

• Experience in business applications, product or customer support.
• Strong written and verbal communication skills.
• Awareness of information security and data protection.

Responsibilities

• Provide friendly, responsive service to improve user adoption.
• Accurately record, categorise, prioritise and progress requests to resolution.
• Deliver training, update guides, and maintain knowledge resources.

Skills

First-line support

Ticket management

Customer service

Training

Knowledge management

Security awareness

Job description

Make a real difference to how colleagues use technology. Join our Digital Development Team and help people resolve application issues, build confidence with digital solutions and improve the way business-critical systems are supported across Tetra Tech. Purpose & Scope of the Role As the first point of contact for agreed business applications and digital solutions, you will manage support requests from initial contact through to resolution or effective escalation. You will combine practical troubleshooting with excellent customer service, supporting access, permissions, data, workflows, configuration and application usage. Embedded within the Digital Development Team, you will work with product owners, developers, data specialists, business stakeholders, central IT and third-party suppliers. This is a business application support role-not general IT support-and does not cover Microsoft 365, devices, operating systems, networks, infrastructure, identity services, software engineering, database development or infrastructure design. Your Impact in this position You will provide a friendly, responsive service that improves user adoption, reduces repeat incidents and helps colleagues work safely and effectively. By giving clear guidance, delivering training, maintaining accurate records and identifying recurring issues, you will contribute directly to service quality and continuous improvement.

5 Core Capabilities

• First-line support and ticket management: Accurately record, categorise, prioritise and progress requests, set expectations, communicate updates and ensure users receive follow-through until resolution or closure.
• Diagnosis, resolution and escalation: Use structured questioning and diagnostic checks to resolve common issues, apply documented fixes safely and escalate complex incidents with clear evidence, impact and troubleshooting details.
• Training, onboarding and user adoption: Deliver accessible one-to-one, group and online training, support onboarding, and create practical guides, FAQs, walkthroughs and demonstrations for varied audiences.
• Knowledge, service quality and improvement: Maintain knowledge articles, procedures, known-error records and standard responses; review trends, feedback and service measures to identify improvements, training needs and risks.
• Collaborative and secure service delivery: Work calmly and constructively with colleagues and suppliers, support testing and releases, and handle information in line with data protection, information security and access controls., This is a full-time, 37.5-hour-per-week role, Monday to Friday, based in Leeds or Manchester. Hybrid, remote or flexible working arrangements may be available, subject to business requirements, with expected office attendance agreed locally. Occasional travel to Tetra Tech offices across the UK and Ireland may be required. DBS and BPSS clearance must be obtained.
  Experience in business application, product or customer support is essential, ideally within a ticket-based environment. You will need a logical approach to troubleshooting, strong written and verbal communication skills, and awareness of information security and data protection. Experience with data, reporting or workflow systems, user training and service management principles is beneficial.