Service Desk Support Analyst

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

Job summary

An established SaaS support company is seeking a proactive Support Analyst to join their Customer Operations team. This remote role involves providing exceptional customer service by troubleshooting technical issues and ensuring high-quality support experiences. Ideal candidates have experience in a support analyst role within a SaaS environment, excellent communication skills, and a strong customer focus. The position offers a competitive salary and flexible remote working conditions.

Benefits

Competitive salary

Flexible remote work

Collaborative team culture

Shift rotation allowance

Qualifications

• 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.

Responsibilities

• Provide front-line support to customers, troubleshooting and resolving technical issues.
• Act as the first point of contact for incoming support requests through a ticketing system.
• Collaborate with internal teams to improve customer experience.

Skills

Customer focus

Technical aptitude

Problem-solving approach

Excellent communication

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

About the Role

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.

Working Hours

This role follows a rotating shift pattern to provide full coverage across UK and US business hours:

• Shift 1: 08 30 GMT/BST
• Shift 2: 14 00 GMT/BST

The shift alternates weekly between two Support Analysts (including this role), ensuring seamless customer support across both regions. Shift adjustments may be required to cover colleague annual leave and public holidays (UK Bank Holidays and US Federal Holidays are shared between the team).

Note: Support is only required during standard working hours in UK (GMT/BST) and US (EST) time zones. No out-of-hours support is needed.

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).
• Flexible remote work environment.
• Opportunity to join a supportive and collaborative team culture.
• Exposure to a global customer base and modern SaaS technologies

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

Closing date is 21.8.2025 Please note this could change subject to suitable applications.

Hawk 3 Talent Solutions are acting as an employment agency on behalf of it s 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