Hybrid Tech Support Analyst – First & Second Line

Velociti Group; Sheffield; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private health care

Life assurance

Income protection scheme

Company pension scheme

25 days holiday plus bank holidays

3 days paid leave for Christmas period

1 day's paid leave to celebrate/birth

Hybrid working

EV car scheme

Cycle-to-work scheme

Job summary

Velociti Group is seeking a customer-focused IT support specialist to provide first and second-line assistance from its Sheffield office. The role combines phone, email, and self-service handling with an emphasis on clear communication, troubleshooting, and timely issue resolution.

You will engage with customers, triage tickets, collaborate with multiple departments, and contribute to knowledge base improvements while maintaining SLA adherence and a high level of service quality.

Qualifications

• Experience providing first or second-line technical support.
• Experience with customer support ticketing systems and knowledge base systems (Zendesk highly valued).
• Interest or experience in public transport would be an advantage.

Responsibilities

• Act as the first point of contact for all customer enquiries and issues raised by phone, email and via our Customer Self Service Portal.
• Triage and troubleshoot queries and, if required, work with various departments to investigate and resolve issues.
• Ensure support tickets are completed within defined customer Service Level Agreements.
• Escalate issues that cannot be resolved as required.
• Input details of support tickets into Velociti's customer support tracking software (Zendesk).
• Document troubleshooting and problem resolution steps and write knowledgebase articles for recurring support requests.
• Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy.

Skills

Troubleshooting

Customer service

Communication skills

Tools

Zendesk

Job description

Velociti Group is seeking a customer-focused IT support specialist to provide first and second-line assistance from its Sheffield office. The role combines phone, email, and self-service handling with an emphasis on clear communication, troubleshooting, and timely issue resolution.

You will engage with customers, triage tickets, collaborate with multiple departments, and contribute to knowledge base improvements while maintaining SLA adherence and a high level of service quality.