Customer and IT Support Analyst

As an award-winning, industry-leading Prop Tech company, we develop pioneering tech platforms for building management systems’ control and communication, optimising environments for people and the planet.

Currently a rapidly growing and successful scale-up, we seek talented and highly motivated individuals ready to help us elevate our business to the next level.

We’re looking for a friendly, organised and technically curious Support Analyst to join our growing team. This is a varied role, combining customer-facing support for our workplace App and CMS with day-to-day IT assistance for colleagues. The role will be split approximately 60% Customer Support (three days per week) and 40% Internal IT (two days per week) each week. You’ll help to troubleshoot issues, guide users towards solutions, improve documentation and support the smooth running of our systems and services to deliver seamless customer experience.

We value communication, sound judgement, a positive attitude and a willingness to learn, so you don’t need to have extensive technical experience to excel in this role. You will receive training and guidance across both functions, with opportunities to build your technical skills and grow over time.

This is a fantastic opportunity for someone who thrives in a fast-paced tech environment and enjoys solving problems and making a real impact on customer satisfaction.

• Respond to customer queries via phone, email and ticketing system (JIRA Service Desk) in a timely and professional manner
• Triage, prioritise and accurately record customer issues, providing clear updates and escalating unresolved cases to the appropriate team.
• Capture recurring problems and customer feedback to improve support guides and flag opportunities for product or process improvement.
• Create and maintain user guides and documentation to empower customers to resolve issues independently.
• Assist in organising and delivering online training sessions for customers on our App and Web Portal.
• Conduct testing of the App and CMS to verify issue resolution and ensure product quality.
• Collaborate with developers, project managers, and QA testers to resolve 1st, 2nd line issues.
• Occasionally attend on-site visits to diagnose and resolve customer issues directly.
• Maintain a high level of product knowledge and stay up to date with new features and updates.

• Provide day-to-day first-line support for colleagues using macOS and Windows devices, escalating complex issues when appropriate.
• Keep IT documentation, troubleshooting guides, procedures and asset records accurate and up to date.
• Assist with routine colleague onboarding and offboarding tasks, such as preparing devices and supporting approved account or access changes.
• Maintain accurate hardware/software asset records and record requests and resolutions.
• Help with device setup, standard software installation and basic Microsoft 365 user support, following established procedures.
• Support routine identity and access requests, security checks and backup checks, escalating anything unusual or high risk.
• As skills and confidence develop, take responsibility for routine tasks, with guidance and escalation available.

• Excellent communication and interpersonal skills, with the ability to explain solutions clearly and patiently.
• Experience in a customer-facing or service-focused role, ideally within a tech or SaaS environment.
• Strong interest in technology and IT systems.
• Comfortable using computers and navigating software platforms.
• Sound judgement about security, confidentiality and when to elevate a problem.
• Good…