Technical Support Analyst

hireful; Banbury; On-site; GBP 35,000 - 40,000; Full time

Job summary

Hireful is seeking a Technical Support Analyst (1st line / Service Management) to help shape how we deliver service for a UK software product company. The role is based in Banbury with hybrid work options and weekend rota on a 4-6 week cycle.

Salary £35,000–£40,000 with benefits. You’ll work alongside Product and Engineering, triaging tickets, owning major incidents, and driving improvements in incident/problem management.

Qualifications

• Demonstrable experience in a support, service desk or ITSM role.
• Strong working knowledge of ITIL practices, particularly Incident and Problem Management.
• Direct customer-facing experience, comfortable handling difficult conversations with customers and stakeholders.
• A track record of improving support processes, not just working within them.
• Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management or ServiceNow (desirable: Zendesk administration, ITIL 4 Foundation certification).

Responsibilities

• Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.
• Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.
• Build a lightweight problem management practice, driving root-cause analysis with Engineering.
• Act as the bridge between Customer Success, Product and Engineering during escalations.
• Improve ticketing tools, workflows and reporting to strengthen the wider support function.
• Coach support agents on troubleshooting technique and customer communication.

Skills

ITIL fundamentals

Customer-facing

Incident management

Problem management

SLA adherence

Tools

Zendesk

Jira Service Management

ServiceNow

Job description

Our client is a growing UK Software product company providing workforce management software to 100 s of customers across the UK. They're investing in the maturity of their support function and are looking for a Technical Support Analyst (1st line / Service Management) to help shape how they deliver service, working closely with Product and Engineering.

Location: Banbury, but work from home & remote available. Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc Salary: £35,000 to £40,000 basic plus benefits. Working arrangement: hybrid, with core weekday hours and a weekend support rota every 4-6 weeks (additional compensation applies).

What you'll be doing

• Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.
• Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.
• Build a lightweight problem management practice, driving root-cause analysis with Engineering.
• Act as the bridge between Customer Success, Product and Engineering during escalations.
• Improve ticketing tools, workflows and reporting to strengthen the wider support function.
• Coach support agents on troubleshooting technique and customer communication.

What you need to bring

• Demonstrable experience in a support, service desk or ITSM role.
• Strong working knowledge of ITIL practices, particularly Incident and Problem Management.
• Direct customer-facing experience, comfortable handling difficult conversations with customers and stakeholders.
• A track record of improving support processes, not just working within them.
• Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management or ServiceNow (desirable: Zendesk administration, ITIL 4 Foundation certification).

Why you'll love this job

• Real influence over how a growing support function is built, with scope to grow into leading it.
• A chance to provide a support function at a Software company (SaaS), not just traditional IT support
• A small, close-knit team where your work and impact are visible.
• Genuine investment in your development, including support for ITIL certification.