Support Services Analyst

Procentia - Pensions Software Solutions; West of England; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday (plus public holidays)

Buying and Selling holiday (up to 1周)

Volunteer day

5% Employer contribution pension

Life Assurance

Private Medical Insurance

Employee Assistance Programme (EAP)

Health care cash plan

Tusker – Electric Car Leasing scheme

Job summary

Procentia is seeking a Support Analyst to join our Client Support team, delivering first-line operational support to client incidents and service requests. You will log, triage, and resolve tickets, perform SQL-driven investigations, and ensure timely updates while maintaining audit-ready documentation.

You will balance incident handling with service request processing, escalate when needed, and keep customers informed throughout the lifecycle.

Qualifications

• Experience in a first-line support role, handling incidents and service requests.
• Ability to run basic SQL queries for investigation and validation.
• Experience using ticket management systems to track and resolve issues.
• Strong written and verbal communication skills in a professional context.
• Ability to manage multiple tickets and priorities effectively.

Responsibilities

• Act as the first point of contact for client incidents and service requests, delivering a professional and responsive support service.
• Log, prioritise, triage and resolve first‑line support tickets, ensuring accurate documentation and timely updates.
• Investigate and troubleshoot technical and data‑related issues, including SQL-based root cause analysis.
• Escalate complex or high‑impact incidents with clear, actionable information to senior analysts.
• Manage ticket queues to meet SLAs and keep customers informed throughout.
• Process and complete service requests accurately, following established procedures.
• Maintain ownership of incidents and requests through to resolution with audit‑ready records.
• Communicate progress clearly with clients and manage expectations as needed.
• Adhere to IT support and incident management processes, maintaining quality and accuracy.
• Identify recurring issues and contribute to knowledge base and process improvements.
• Collaborate with support and technical teams to deliver excellent customer service and ongoing operational excellence.
• Provide backup support for ticket triage and queue management to ensure coverage.

Skills

First-line support

Incident handling

SQL queries

Ticket management systems

Effective communication

Multi-tasking

Tools

Ticketing systems

SQL

Job description

About Us

Procentia, part of the Brightwell Group, is an award-winning software and technology company specialising in the Pensions and Pension Risk Transfer/Bulk Purchase Annuities market. Established in 2002, the business is renowned for its web-based pensions administration and management system, IntelliPen.

About Us

Procentia, part of the Brightwell Group, is an award-winning software and technology company specialising in the Pensions and Pension Risk Transfer/Bulk Purchase Annuities market. Established in 2002, the business is renowned for its web-based pensions administration and management system, IntelliPen.

Procentia’s products and solutions help pension schemes and administrators of all types and sizes manage exceptional volumes of data, meet the demand for self‑serve technology, and provide meaningful, consumer‑like experiences that users expect from modern online financial platforms while minimising the need for administrator intervention and involvement.

With offices in the UK and North America, Procentia supports some of the largest pension schemes, insurers and retirement plans across the private and public sectors, including BP, British Airways Pension Scheme, BTPS, Chicago Transit Authority, Legal & General Retirement America, Retirement System City of Detroit, Rolls‑Royce, Royal London, and Universities Superannuation Scheme.

The Job

The Support Analyst provides first‑line operational support to Procentia clients, acting as the initial point of contact for all incoming incidents and service requests. The role is responsible for ensuring that tickets are accurately logged, triaged, managed, and progressed within agreed service levels, delivering a reliable and consistent support experience.

Working within the Client Support function, the Support Analyst plays a key role in the day‑to‑day operation of the service desk, balancing client communication, incident handling, service request processing, and ticket completion. The role is focused on restoring normal service as quickly as possible for incidents, fulfilling service requests efficiently, and ensuring all tickets are completed to a high standard with clear, audit‑ready documentation.

Here’s What You’ll Be Doing

• Act as the first point of contact for client incidents and service requests, delivering a professional and responsive support service.
• Log, prioritise, triage and resolve first‑line support tickets, ensuring accurate documentation and timely updates.
• Investigate and troubleshoot technical and data‑related issues, including the use of SQL queries to support root cause analysis and resolution.
• Escalate complex or high‑impact incidents with clear and actionable information, working closely with senior analysts and technical teams.
• Manage ticket queues effectively, ensuring service level agreements (SLAs) are achieved and customers are kept informed throughout.
• Process and complete service requests accurately, following established procedures and controls.
• Maintain ownership of incidents and requests through to resolution, ensuring high‑quality documentation and audit‑ready records.
• Communicate clearly with clients, managing expectations and providing regular progress updates.
• Adhere to IT support, incident management and service delivery processes, maintaining high standards of quality and accuracy.
• Identify recurring issues and contribute to continuous improvement initiatives, knowledge base articles and process enhancements.
• Collaborate with support and technical teams to deliver excellent customer service and support ongoing operational excellence.
• Provide backup support for ticket triage and queue management to ensure consistent service coverage.

Key Skills And Experience

• Experience in a first‑line support or service desk role
• Experience handling incidents and service requests in a structured environment
• Working knowledge of SQL, with the ability to run basic queries for investigation and validation
• Experience using ticket management systems
• Strong written and verbal communication skills
• Ability to manage multiple tickets and priorities effectively

Lets Talk About What’s In It For You...

• 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
• Buying and Selling holiday (up to 1 week)
• Volunteer day
• 5% Employer contribution pension
• Life Assurance
• Private Medical Insurance
• Employee Assistance Programme (EAP)
• Health care cash plan
• Tusker – Electric Car Leasing scheme

Don’t meet every requirement?

We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.

Procentia is an award-winning software and technology company specialising in the Pensions and Bulk Purchase Annuities market. We design intelligent solutions that put administrators and members at the heart of any pension scheme.

Established in 2002, we’re renowned for our web-based pensions administration and management system, IntelliPen. Our platform helps clients meet the demand for self‑serve technology and provide meaningful consumer‑like experiences expected from online platforms.

Trusted by administrators, employers and trustees, IntelliPen is widely regarded as the most comprehensive and feature‑rich platform for modern pensions management.

IntelliPen comprises a suite of integrated modular systems that streamline processes from new member registration to online self‑serve retirement, and enables collaboration on the same workflows. It delivers up to 90% time and cost efficiencies by automating member retirements, validation, benefit calculations, reporting and pensioner payroll.

With offices in the UK and North America, we support some of the largest pension schemes and plans across the private and public sectors.

We’ve been named ‘Pension Technology Firm of the Year 2024’ at the Pensions Age Awards, and voted ‘No.1 UK Pension Administration Software Provider’ in 2022 and 2023.

Check out our locations here.