Help Desk Specialist

Accelero; Swansea; On-site; GBP 22,000 - 32,000; Full time

Job summary

Accelero in Swansea is seeking a 1st Line Application Support Analyst to join the client support team. This is ideal for someone with 1–2 years’ experience in a Helpdesk or Service Desk role who wants to grow in a client‑facing technical environment.

You will be the first contact for support requests, investigating and resolving issues across websites, CMS platforms, and applications, while collaborating with developers and DevOps to ensure SLAs are met.

Qualifications

• 1-2 years of experience in Helpdesk, Service Desk, Technical Support or Application Support.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Experience working with ticketing/helpdesk systems.
• Ability to prioritise and manage multiple support requests effectively.

Responsibilities

• Provide 1st line support for client applications, websites and digital platforms.
• Manage and triage incoming support requests through the helpdesk system.
• Investigate, diagnose and resolve application and CMS-related issues.
• Gather detailed information to reproduce and troubleshoot technical issues.
• Escalate complex incidents to developers and technical specialists when required.
• Maintain accurate ticket records and documentation.
• Provide clear and professional updates to clients throughout the support process.
• Work within agreed SLAs and support procedures.
• Collaborate with developers, DevOps teams, project managers and account managers.
• Identify recurring issues and contribute to service improvements and support documentation.

Skills

Troubleshooting

Customer service

Ticketing systems

Communication

Multi-tasking

Tools

Umbraco CMS

WordPress

SQL

CMS platforms

Job description

We're partnered with a growing and innovative digital agency looking to add a 1st Line Application Support Analyst to their client support team.

This is an excellent opportunity for someone with 1-2 years' experience in a Helpdesk, Service Desk, Technical Support or Application Support role who is looking to further develop their career in a client-facing technical environment.

Working as the first point of contact for support requests, you'll be responsible for investigating, troubleshooting and resolving issues across websites, digital platforms, applications and content management systems. You'll work closely with clients, developers and technical teams to ensure issues are handled effectively and resolved in line with agreed service levels.

Key Responsibilities

• Provide 1st line support for client applications, websites and digital platforms.
• Manage and triage incoming support requests through the helpdesk system.
• Investigate, diagnose and resolve application and CMS-related issues.
• Gather detailed information to reproduce and troubleshoot technical issues.
• Escalate complex incidents and bugs to developers and technical specialists when required.
• Maintain accurate ticket records and documentation.
• Provide clear and professional updates to clients throughout the support process.
• Work within agreed SLAs and support procedures.
• Collaborate with developers, DevOps teams, project managers and account managers.
• Identify recurring issues and contribute to service improvements and support documentation.

What We're Looking For

• 1-2 years' experience in a Helpdesk, Service Desk, Technical Support or Application Support role.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Experience working with ticketing/helpdesk systems.
• Ability to prioritise and manage multiple support requests effectively.
• Strong attention to detail and documentation skills.
• Comfortable communicating with both technical and non-technical stakeholders.
• Experience supporting web-based applications, websites or digital platforms.
• Exposure to Content Management Systems, ideally Umbraco, although experience with WordPress, Drupal, Sitecore, Kentico or similar CMS platforms would also be considered.
• Basic SQL knowledge, including the ability to run queries and investigate backend data issues.