Support Desk Analyst

The Company: Whitespace Work Software is the leading provider of waste and environmental solutions in the UK. Our software supports more than 120 local authorities and public‑sector contractors, helping them deliver efficient, compliant and customer‑focused waste and environmental services.

Job Purpose: As a Support Desk Analyst, you will be the first point of contact for our nationwide client base, playing a key role in delivering excellent customer service and building strong customer relationships. Working closely with 2nd‑line technical support, implementation experts, and our SysOps team, your responsibilities will be closely aligned with the success of our BAU (Business as Usual) support processes.

Who this role is ideal for: This role is ideal for someone at the early stages of their career in customer support or service desk services. You may already have experience in a customer service, helpdesk or service desk environment and be looking to build your technical skills and develop a long‑term career in software support.

Principal Duties and Responsibilities:

• Complete 1st‑line triage of Service Desk Tickets within documented SLAs (Service Level Agreements).
• Take ownership of customer incidents through to resolution or appropriate escalation, ensuring customers are kept informed throughout.
• Receive direct telephony‑based communications from the client base via our Service Desk contact number.
• Initiate direct telephone communications with the client base to gather information, provide updates, and acknowledge escalations.
• Liaise with 2nd Support Teams (internal and external) and provide knowledge and support as required to facilitate issue resolution.
• Participate in weekly internal reviews with the Sales & Professional service teams, raising trends and escalations as necessary.
• Use Jira Service Desk to maintain reporting dashboards for SysOps & Development.
• Utilise Jira Service Desk to maintain issue trend analysis information for both internal and external use.
• Utilise Jira Service Desk to maintain SLA tracking and operational reports.
• Proactively manage the Customer Upgrade programme, including communications, information gathering and obtaining customer sign‑off.

Skills and Experience:

• Previous Customer Service Experience and the ability to provide examples of times when you have had to remain calm under pressure.
• Excellent written and verbal communication skills. This role involves regular communication with customers by telephone and email, requiring clear, accurate and professional written responses.
• Strong organisational skills, with the ability to prioritise, multitask and manage competing workloads effectively.
• Experience of working as part of a team, liaising with technical and non‑technical personnel.
• Strong attention to detail, with the ability to accurately record and maintain customer information.
• A proactive approach to problem‑solving and confidence to investigate issues before escalating where appropriate.
• Confident Microsoft Office user, including email, Word, and Excel.
• Experience of working within or with Local Government Departments.
• Experience with Jira.

Working Hours: This is a hybrid role, based on a Monday–Friday fortnightly working hours rota: Week 1: 9am – 5:30pm. Week 2: 7:30am – 4pm. As part of the hybrid role, 1–2 days a week are expected to be spent working from Whitespace Work Software’s Head Office in Godalming.

Compensation and Benefits:

• Annual discretionary bonus
• 25 days’ holiday + bank holidays (with option to purchase more)
• Contributory pension scheme
• Private healthcare and life insurance
• Free on‑site parking
• Regular company social and team‑building events
• Ongoing training and professional development