Help Desk Support Analyst

Via Match; Greater London; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Equity package

Flexible working environment

Regular salary reviews

Learning and development support

Certification opportunities

Job summary

Via Match is seeking a Help Desk Support Analyst to join its Support & Operations team. This full-time, remote/hybrid role in the UK offers £35,000–£45,000 + Equity and a flexible start date.

You will be the first point of contact for technical issues, manage tickets, and troubleshoot across hardware, software, cloud and user environments to improve the customer experience. Join a fast-growing AI infrastructure company and develop skills in AI, cloud, and technical operations while delivering

Qualifications

• 2–3 years' experience in technical support, helpdesk or a similar role.
• Strong troubleshooting and analytical problem-solving skills.
• Experience supporting users across hardware and software environments.
• Knowledge of IT fundamentals including networking, operating systems and cloud concepts.
• Experience using ticketing systems and support tools.
• Understanding of security principles and data protection practices.
• Strong communication skills with both technical and non-technical users.
• A structured, organised and proactive approach.

Responsibilities

• Provide first and second-line technical support to customers and internal teams.
• Manage incoming support requests through ticketing systems, email and chat.
• Troubleshoot hardware, software, connectivity and access issues.
• Diagnose technical problems and escalate complex issues appropriately.
• Maintain accurate records of support tickets and resolutions.
• Support user onboarding, account setup and permissions management.
• Create and maintain technical documentation and knowledge base resources.
• Identify recurring issues and help improve support processes.
• Work with Infrastructure and Engineering teams on escalations.
• Support incident response and operational improvements.
• Contribute ideas to automate and improve support workflows.

Skills

Troubleshooting

Analytical thinking

Communication

Ticketing systems

IT fundamentals

Tools

Ticketing systems

Job description

£35,000–£45,000 + Equity

Remote / Hybrid – UK

Full-Time | Flexible Start Date

Via is supporting a fast-growing AI technology company to recruit a Help Desk Support Analyst to join its Support & Operations team.

This is an exciting opportunity for a technical support professional to join a high-growth AI infrastructure business, providing frontline support to customers and internal teams while working with cutting-edge cloud and GPU technology.

You’ll play a key role in troubleshooting technical issues, improving support processes and helping customers successfully use next-generation AI infrastructure.

The Role

As a Help Desk Support Analyst, you’ll be the first point of contact for technical support queries, helping diagnose and resolve issues across hardware, software, cloud systems and user environments.

Working closely with Internal IT, Infrastructure and Engineering teams, you’ll manage support tickets, investigate problems and contribute to improving the overall customer experience.

This role is ideal for someone who enjoys problem-solving, learning new technologies and wants to develop their career within AI, cloud infrastructure or technical operations.

What You’ll Be Doing

• Provide first and second-line technical support to customers and internal teams
• Manage incoming support requests through ticketing systems, email and chat
• Troubleshoot hardware, software, connectivity and access issues
• Diagnose technical problems and escalate complex issues appropriately
• Maintain accurate records of support tickets and resolutions
• Support user onboarding, account setup and permissions management
• Create and maintain technical documentation and knowledge base resources
• Identify recurring issues and help improve support processes
• Work with Infrastructure and Engineering teams on escalations
• Support incident response and operational improvements
• Contribute ideas to automate and improve support workflows

What We’re Looking For

We’re interested in candidates from backgrounds such as:

• Support Desk Analyst
• Technical Support Analyst
• IT Support Engineer
• Service Desk Analyst
• Helpdesk Analyst
• Desktop Support Engineer
• Systems Support Analyst
• Cloud Support Engineer
• Technical Customer Support Specialist
• IT Operations Analyst

You’ll also have:

• 2–3 years' experience in technical support, helpdesk or a similar role
• Strong troubleshooting and analytical problem-solving skills
• Experience supporting users across hardware and software environments
• Knowledge of IT fundamentals including networking, operating systems and cloud concepts
• Experience using ticketing systems and support tools
• Understanding of security principles and data protection practices
• Strong communication skills with both technical and non-technical users
• A structured, organised and proactive approach

Desirable Experience

• Startup or scale-up environment
• AWS, Azure or Google Cloud experience
• Linux environments
• AI, machine learning or GPU infrastructure exposure
• ITIL knowledge or certification
• CompTIA A+, Security+ or similar certifications
• Supporting engineering or technical teams

What’s On Offer

• £35,000–£45,000 salary
• Equity package
• Flexible working environment
• Regular salary reviews
• Learning and development support
• Certification opportunities
• Clear progression into senior support, infrastructure or engineering roles
• Opportunity to work with cutting-edge AI technology
• Join one of the fastest-growing technology companies in the industry

If you’re a technically minded support professional looking to develop your career in AI infrastructure and work with innovative technology, we’d love to hear from you.