At a Glance
- Tasks: Provide technical support and troubleshoot issues for customers and internal teams.
- Company: Fast-growing AI technology company with a focus on innovation.
- Benefits: Competitive salary, equity package, flexible working, and learning opportunities.
- Other info: Great career progression into senior roles within a supportive environment.
- Why this job: Join a dynamic team and work with cutting-edge AI and cloud technology.
- Qualifications: 2-3 years in technical support with strong problem-solving skills.
The predicted salary is between 31500 - 38500 £ per year.
- Remote / Hybrid – UK
- Full-Time | Flexible Start Date
Via is supporting a fast-growing AI technology company to recruit a Help Desk Support Analyst to join its Support & Operations team.
This is an exciting opportunity for a technical support professional to join a high-growth AI infrastructure business, providing frontline support to customers and internal teams while working with cutting-edge cloud and GPU technology.
You’ll play a key role in troubleshooting technical issues, improving support processes and helping customers successfully use next-generation AI infrastructure.
The Role
As a Help Desk Support Analyst, you’ll be the first point of contact for technical support queries, helping diagnose and resolve issues across hardware, software, cloud systems and user environments.
Working closely with Internal IT, Infrastructure and Engineering teams, you’ll manage support tickets, investigate problems and contribute to improving the overall customer experience.
This role is ideal for someone who enjoys problem-solving, learning new technologies and wants to develop their career within AI, cloud infrastructure or technical operations.
- What You’ll Be Doing
- Provide first and second-line technical support to customers and internal teams
- Manage incoming support requests through ticketing systems, email and chat
- Troubleshoot hardware, software, connectivity and access issues
- Diagnose technical problems and escalate complex issues appropriately
- Maintain accurate records of support tickets and resolutions
- Support user onboarding, account setup and permissions management
- Create and maintain technical documentation and knowledge base resources
- Identify recurring issues and help improve support processes
- Work with Infrastructure and Engineering teams on escalations
- Support incident response and operational improvements
- Contribute ideas to automate and improve support workflows
- What We’re Looking For
We’re interested in candidates from backgrounds such as
- Support Desk Analyst
- Technical Support Analyst
- IT Support Engineer
- Service Desk Analyst
- Helpdesk Analyst
- Desktop Support Engineer
- Systems Support Analyst
- Cloud Support Engineer
- Technical Customer Support Specialist
- IT Operations Analyst
You’ll also have
- 2–3 years' experience in technical support, helpdesk or a similar role
- Strong troubleshooting and analytical problem-solving skills
- Experience supporting users across hardware and software environments
- Knowledge of IT fundamentals including networking, operating systems and cloud concepts
- Experience using ticketing systems and support tools
- Understanding of security principles and data protection practices
- Strong communication skills with both technical and non-technical users
- A structured, organised and proactive approach
Desirable Experience
- Startup or scale-up environment
- AWS, Azure or Google Cloud experience
- Linux environments
- AI, machine learning or GPU infrastructure exposure
- ITIL knowledge or certification
- Comp TIA A+, Security+ or similar certifications
- Supporting engineering or technical teams
- What’s On Offer
- Equity package
- Flexible working environment
- Regular salary reviews
- Learning and development support
- Certification opportunities
- Clear progression into senior support, infrastructure or engineering roles
- Opportunity to work with cutting-edge AI technology
- Join one of the fastest-growing technology companies in the industry
If you’re a technically minded support professional looking to develop your career in AI infrastructure and work with innovative technology, we’d love to hear from you.
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Help Desk Support Analyst in London employer: Via Match
Via Match is an exceptional employer that prioritises employee growth and development within the rapidly evolving AI sector. With a flexible work environment and competitive compensation, including equity options, team members are encouraged to enhance their technical skills while contributing to a collaborative culture focused on innovation and customer satisfaction. Join us in a role that not only offers meaningful work but also the opportunity to be part of a pioneering company at the forefront of AI technology.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Support Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Via Match. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Via Match before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Support Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Via Match:Your cover letter is your chance to shine! Tell us why you want to work at Via Match specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Via Match!
How to prepare for a job interview at Via Match
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
