Support Analyst

Civica; Leeds; On-site; GBP 30,000 - 40,000; Full time

Job summary

A technology solutions provider in Leeds is looking for a Support Analyst. You will support users with the iCasework product, resolving technical issues and ensuring high-quality service delivery. The ideal candidate has strong customer service skills and experience in a direct end-user environment. This role offers a comprehensive benefits package including annual leave and health perks.

Benefits

25 Days Annual Leave + bank holidays

Private Medical Insurance

Pension Contributions – 5% employer match

Income Protection – Up to 75% salary cover

Bounty Bonus – Refer a friend & get rewarded

Qualifications

• Experience of working within a direct end-user facing environment.
• Ability to work as part of a team.
• Excellent communication skills, both written and verbal.

Responsibilities

• Ensures that all requests for support are dealt with according to set standards.
• Diagnoses incidents and problems according to agreed procedures.
• Provides first-line support, ensuring customer issues are clearly understood.

Skills

Excellent customer service skills

Strong organisation skills

Analytical skills

Time management skills

Problem-solving skills

Tools

SQL

APIs

REST services

Power BI

cloud-based platforms (e.g., Azure or AWS)

Job description

Role Overview

We are looking for a Support Analyst to work full-time across the People and Workforce Management Division, reporting to the Customer Services and Operations Manager. The role entails working with our Case Management (iCasework) product, which manages systems such as Financial and Local Government Complaints, Legal, GDPR, Employee Relations, and Coroners systems, to deliver timely and high‑quality software and services to customers across many industry and local government sectors. This role is primarily responsible for supporting end‑users in resolving technical problems and responding to technical incidents, ensuring that issues are resolved in a timely manner.

Responsibilities

• Ensures that all requests for support are dealt with according to set standards and procedures.
• Diagnoses incidents and problems according to agreed procedures, investigates root causes, and seeks resolution.
• Configures software where applicable.
• Works closely with others in identifying and resolving the root cause of incidents, providing permanent solutions or acceptable workarounds.
• Uses initiative to solve problems in a systematic, disciplined, and analytical manner.
• Responsible for supporting systems to a high standard, ensuring data security, availability, and integrity of business data.
• Identifies operational problems and contributes to their resolution, ensuring they are managed in accordance with agreed standards and procedures.
• Performs any task deemed necessary by line management to maintain the smooth running of support.
• Receives and handles complex technical requests, resolving them in a timely and accurate manner, escalating where necessary.
• Demonstrates timely, accurate, and professional verbal and written communication skills.
• Identifies opportunities for automation of tasks.
• Liaises with other Civica teams and third parties to ensure seamless resolution of incidents and problems as required.
• Provides first‑line support, ensuring that customer issues are clearly understood.
• Where possible or necessary, replicates issues to enable identification of the cause and potential resolution(s).
• Manages problems effectively, escalating to more senior colleagues where urgency or additional assistance is required.
• Conducts testing, documentation, and due diligence for completed implementations and upgrades.
• Communicates effectively with customers in advance of agreed tasks, provides progress updates during and upon completion, highlighting issues and recommending follow‑on actions.
• Liaises with specialist technical and software development staff.
• Excellent customer service skills and ability to deal with customer questions.
• Motivated and prepared to learn new skills.
• Calm under pressure.
• Excellent communication skills, both written and verbal.
• Positive, proactive, and self‑motivated individual.
• Time management skills with the ability to work with minimum supervision.
• Ability to work independently recognising and setting priorities for self.
• Experience of working within a direct end‑user facing environment.
• Ability to work as part of a team.
• Strong organisation, communication, analytical, decision‑making skills.

Preferred Skills

• Excellent understanding of IT software security concepts, systems, and controls.
• Strong ability to document technical issues clearly and accurately.
• Knowledge of integrations and technologies such as APIs, SQL, REST services, XML, Power BI, and cloud‑based platforms (e.g., Azure or AWS).

Benefits

• 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days.
• Days of Difference – Up to 3 extra days off for volunteering.
• Financial Well‑Being & Security:
  • Pension Contributions – 5% employer match.
  • Income Protection – Up to 75% salary cover for long‑term illness.
  • Life Assurance – 4× salary tax‑free lump sum.
  • Critical Illness Cover – £25,000 lump sum (extendable to dependents).
• Health & Perks:
  • Private Medical Insurance – Fast access to private healthcare.
  • Health Cash Plan – Claim back physio, therapies & more.
  • Dental Insurance – Cover for routine & emergency care.
  • Affinity Groups – Join employee‑led communities.
  • Bounty Bonus – Refer a friend & get rewarded.
• Work‑Life Balance and Career Growth:
  • 25 Days annual leave with option for extra days.
  • Well‑being initiatives and flexible working arrangements.

Why You'll Love Working with Us

We're Civica, and we create software that helps deliver critical services for citizens all around the world. From local government, to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those who serve them every day. Building on 21 years of continuous growth and success, we’re at a pivotal point in our journey to realise that aspiration.

There is no such thing as the perfect candidate, so if you think you have what it takes but don’t necessarily meet every single point on the list above, please still get in touch. We’d love to have a chat and see if you could be a great fit.

Equal Opportunity Employment

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences. We are an equal‑opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission. If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.