Support Services Analyst
HybridBristol, England, United Kingdom
Job Summary
Act as the first point of contact for client incidents and service requests, logging, prioritizing, triaging, and resolving tickets with accurate documentation. Investigate technical and data-related issues using SQL queries for root cause analysis, while escalating complex incidents with actionable information to senior analysts. Manage ticket queues to meet service level agreements and process service requests following established procedures. Maintain ownership of incidents through resolution, ensuring audit-ready records and clear communication with clients regarding progress. Identify recurring issues to contribute to continuous improvement and knowledge base enhancements.
Required Qualifications
- Experience in a first‐line support or service desk role
- Experience handling incidents and service requests in a structured environment
- Working knowledge of SQL, with the ability to run basic queries for investigation and validation
- Experience using ticket management systems
- Strong written and verbal communication skills
- Ability to manage multiple tickets and priorities effectively
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