Support Desk Analyst in Waterlooville

Overview

Location: Waterlooville, Hampshire

Working pattern: Full-time, office-based for the first 3 months, hybrid thereafter

Hours: 37.5 hours per week between core hours of 8:30am – 5:30pm

Additional: Weekend and Bank Holiday working on a rota basis

We’re looking for a Support Desk Analyst to join our growing support team, playing a key role in delivering excellent service to our customers. You’ll be the first point of contact for incoming queries, supporting customers by phone, email, and ticketing system, and helping to resolve issues across our EPOS, Back Office, and Web systems.

This is a great opportunity for someone who enjoys helping people, takes pride in seeing issues through to resolution, and wants to develop their technical and customer support skills in a structured environment. You’ll work closely with customers, colleagues, and third-party partners, ensuring issues are handled efficiently and professionally. The role is based full time in our Waterlooville office for the first 3 months, moving to a hybrid working model once probation is successfully completed.

Responsibilities

• Acting as the first point of contact for customer support queries

• Logging, managing, and progressing tickets via phone, email, and ticketing systems

• Troubleshooting and resolving customer issues efficiently and professionally

• Keeping customers informed with clear and timely updates

• Working closely with internal teams and third-party providers to resolve issues

• Ensuring tickets are managed in line with agreed SLAs

• Building a strong understanding of our customers, products, and systems

• Taking ownership of tickets from initial contact through to resolution

• Contributing to internal documentation and knowledge bases

What we’re looking for

• Experience in a customer-facing role

• Confidence using computers, ideally in a retail or software support environment

• Strong communication skills and a helpful, professional manner

• Good organisation and time management skills

• Ability to prioritise work in a fast-paced environment

• Comfortable identifying when issues need to be escalated

• A proactive approach and willingness to learn

Nice to have

• Experience in a software or technical support role

• Exposure to ticketing or incident management systems

• Experience working in a busy retail environment

• Awareness of ITIL or similar service management frameworks

• IT qualifications or exposure to SQL

Why join us

You’ll be joining a supportive, collaborative team within ClearCourse, a fast-growing group of technology companies building software and payments solutions for the retail and hospitality sectors. We invest in our people, support long-term development, and offer a working environment where you can build a meaningful career.

Benefits

• 25 days holiday plus bank holidays

• Your birthday off

• Hybrid working after probation

• Pension scheme

• Life assurance

• Health cash plan

• Access to mental health and wellbeing support

• Cycle to Work scheme

• Perkbox benefits and discounts

• Paid volunteering days

• Training, development, and clear progression opportunities