Software Support Analyst (London Area)

Job Title: Software Support Analyst

Location: West London

Department: IT

Salary: £23/25k per year

About the Role

This position sits within the Digital & Product Development Department, which is responsible for maintaining and enhancing bespoke business systems developed in-house over the past 20 years. The team operates on a rapid development cycle, releasing new features, addressing change requests, and resolving issues every two weeks.

As a Software Support Analyst, you will play a key role in supporting users across the business by troubleshooting system-related issues and collaborating with the development team to ensure smooth operation of critical business applications.

Key Responsibilities

• Deliver technical support to over a thousand users across 60 office locations.
• Support a variety of bespoke systems developed using the latest Microsoft technologies.
• Identify and escalate high-priority support requests to management.
• Work closely with the development team for advanced troubleshooting and resolution.
• Gain exposure to a broad range of systems, including CRM, mobile applications, third-party integrations, fleet management, HR, and IT systems.
• Interpret business needs to diagnose and resolve technical issues efficiently.
• Communicate effectively with users via phone, video, email, chat, and screen sharing.
• Manage and respond to approximately 150 support tickets weekly.
• Show enthusiasm for learning new skills and working within a software development environment.
• Log bugs and tasks through Jira.
• Investigate and resolve data issues using SQL Server.

Essential Skills & Experience:

• Strong problem-solving skills
• Excellent communication abilities
• Working knowledge of SQL
• Proficiency with Microsoft Office applications
• Ability to understand and read basic code
• Desirable: Experience with Jira or similar ticketing systems