Service Desk Support Analyst

Hawk 3 Talent Solutions; England; Remote; GBP 33,000 - 36,000; Full time

Job summary

A leading recruitment agency is seeking a Support Analyst to provide technical support and customer service in a remote role. The ideal candidate will have experience in helpdesk or support roles within a SaaS environment, excellent communication skills, and a strong focus on customer satisfaction. This position offers a competitive salary and a flexible work environment.

Benefits

Competitive salary

Remote work options

Shift rotation allowance

Qualifications

• Experience in a support analyst or helpdesk role, preferably in SaaS.
• Ability to diagnose and resolve technical issues efficiently.
• Comfortable working remotely and independently.

Responsibilities

• Provide front-line support to customers via email, chat, and calls.
• Escalate complex issues to Level 2/3 support teams.
• Maintain detailed documentation of support interactions.

Skills

Technical aptitude

Excellent written communication

Problem-solving

Customer focus

Tools

Zendesk

Jira

Job description

Overview

Support Analyst

Location: Remote (UK-based)

Type: Full-time

Salary: £33,000 - £36,000 per annum + £4,000 shift rotation allowance

Total Potential Salary: £37,000 - £40,000 per annum

Start Date: ASAP

We are hiring a proactive and customer-focused Support Analyst to join our client's Customer Operations team. Reporting directly to the Head of Customer Operations, this home-based role offers an excellent opportunity to support customers across UK and US time zones as part of a well-established SaaS business.

You'll play a key part in ensuring exceptional customer service by providing technical support and troubleshooting assistance, with a focus on delivering a high-quality support experience to users of the platform.

Key Responsibilities

• Provide front-line support to customers, troubleshooting and resolving technical issues via email, chat, and occasional calls.
• Act as the first point of contact for incoming support requests through a ticketing system.
• Escalate more complex issues to Level 2/3 support teams where appropriate.
• Maintain detailed documentation of support interactions and resolutions.
• Collaborate with internal teams to improve customer experience and inform product development.
• Assist with onboarding new customers and training where needed.
• Contribute to support documentation and help centre articles.

About You

We're looking for someone with a strong customer focus, technical aptitude, and a calm, problem-solving approach.

Essential Skills & Experience

• Experience in a support analyst or helpdesk role (ideally within a SaaS environment).
• Ability to diagnose and resolve technical issues efficiently.
• Excellent written and verbal communication skills.
• Comfortable working remotely and independently, while collaborating with a wider support team.
• Experience working in a shift-based support environment is a plus.

Desirable

• Level 2 support experience within a SaaS support desk.
• Experience supporting enterprise or B2B customers.
• Familiarity with support tools such as Zendesk, Jira, or similar ticketing systems.

What’s on Offer

• Competitive salary of £33,000 - £36,000 depending on experience.
• Additional £4,000 shift rotation allowance for covering unsociable hours (18:00 - 22:00).
• Flexible remote work environment.
• Opportunity to join a supportive and collaborative team culture.
• Exposure to a global customer base and modern SaaS technologies.

How to Apply

If you would like to apply for the role of Support Analyst then please email your CV to or call Jade on (phone number removed).

Closing Note

Closing date is #removed#. Please note this could change subject to suitable applications.

Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client.

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Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future