Support Analyst

Bring curiosity, precision, and a problem-solving mindset to the heart of business operations. As a Support Analyst, your behind-the-scenes work keeps systems running, data flowing, and questions answered, supporting smoother operations and smarter decisions that make working lives better.

We are Allsop, a leading provider of cloud-based business technology solutions for over 20 years. Our mission is simple yet powerful: making working lives better. We achieve this by delivering innovative web and mobile solutions that break through technology barriers and support the real needs of our clients worldwide.

Our core values

• Innovative: We are pioneers, constantly seeking creative solutions to improve our products, processes, and services, making working lives better.
• Helpful: We're always ready to support and assist our clients, colleagues, and partners, going the extra mile to improve their working lives.
• Accountable: We are committed to our responsibilities and take ownership of our actions to deliver high-quality solutions and service, making working lives better.
• Respectful: We treat everyone with courtesy, empathy, and professionalism, building trust and collaboration to enhance working lives.
• Passionate: We bring boundless enthusiasm and dedication to our mission, fully investing ourselves in making working lives better.

Overview of the Role

As a Support Analyst, you’ll help ensure the smooth running of internal systems, support Product Development teams by helping deploy, monitor, and investigate issues with our solutions and liaise with Clients to ensure we are delivering value to their businesses. Your work will contribute to our mission of making working lives better by enabling efficient processes and informed decisions.

You will be part of a collaborative team that supports multiple business functions. Ideal for those early in their career or on a student placement, this role offers hands-on experience, learning opportunities, and the chance to see how technology and data power great service. The role also includes support or mentoring from more experienced team members.

Key Responsibilities

• Support the development and ongoing maintenance of internal business tools and solutions.
• Assist with the maintenance and improvement of the internal case management system.
• Assist with managing user access controls and supporting compliance-related activities across internal systems and tools.
• Help Client Success Representatives resolve issues by conducting technical triage, data investigation, or coordination with developers.
• Investigate and analyse data to support the resolution of customer queries.
• Work closely with project teams to support the design, testing, and rollout of new features and processes.
• Document findings, solutions, and process improvements for knowledge sharing.
• Contribute to cross-functional collaboration by sharing updates and raising operational insights.
• Act as an initial point of triage for incoming client support tickets, ensuring issues are logged accurately, categorised correctly, and prioritised in line with agreed processes.
• Take accountability for acknowledging client queries and providing clear, timely updates during investigation and resolution stages, escalating appropriately where required.
• Coordinate with Client Success Representatives, Operations, and Product Development teams to ensure client impacts are understood and communicated clearly.
• Maintain high-quality written communication in all client-facing updates, ensuring responses are professional, accurate, and aligned with internal service standards.

Technologies & Tools

You will have some familiarity with or be willing to learn:

• Systems & Platforms: Case management systems - Autotask, Microsoft Excel, Azure DevOps, Microsoft Azure, Azure Cosmos, Azure Storage Accounts, Azure SQL Databases.
• Languages & Tools: SQL and Azure Fabric.
• Technical Skills: Ability to read and understand existing codebases to support troubleshooting, analysis, and collaboration with development teams.
• Collaboration & Documentation: Microsoft Teams, SharePoint, Slab.

Behavioural Competencies

• Eager to learn and contribute to team success.
• Analytical thinker with a methodical approach to problem-solving.
• Communicates clearly and asks thoughtful questions.
• Takes initiative and shows curiosity in technical and business areas.
• Works well with others and contributes positively to team culture.
• Manages tasks reliably and follows through on commitments.
• Adaptable and open to receiving feedback.

Experience

• No formal experience required, but some exposure to operations, IT, or business analysis is desirable.
• Suitable for recent graduates, apprentices or students on a placement year.
• Enthusiasm to develop technical and analytical skills.
• Comfortable working collaboratively in an agile environment.

Success Measures

• Timely and accurate support for internal and customer issues.
• Quality and clarity of documentation and communications.
• Responsiveness to requests from Implementation, Operations, and Product Development teams.
• Contributions to improvements in processes and tools.
• Feedback from colleagues on collaboration and support.
• Quality, clarity, and timeliness of client communications during issue acknowledgement, investigation and resolution.
• Effectiveness of initial ticket triage, including accurate categorisation and appropriate escalation or assignment.

Career Development

This role sits within the Operations team and, depending on your interest and development can prepare you for progression into the following:

• QA Analyst or Software Developer.
• Operations Lead.
• Implementation Consultant.
• Lateral move into Client Success, Sales & Marketing.

As the company scales other opportunities may become available. We support growth with:

• Monthly dedicated time for personal development.
• Access to a learning and development hub.
• Encouragement and support for external training and certifications.