Support Desk AnalystLocation: Waterlooville, HampshireWorking pattern: Full-time, office-based for the first 3 months, hybrid thereafterHours: 37.5 hours per week between core hours of 8.30am 5.30pmAdditional: Weekend and Bank Holiday working on a rota basisAbout the roleWere looking for a Support Desk Analyst to join our growing support team, playing a key role in delivering excellent service to our customers. Youll 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. Youll 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.What youll be doingActing as the first point of contact for customer support queriesLogging, managing, and progressing tickets via phone, email, and ticketing systemsTroubleshooting and resolving customer issues efficiently and professionallyKeeping customers informed with clear and timely updatesWorking closely with internal teams and third-party providers to resolve issuesEnsuring tickets are managed in line with agreed SLAsBuilding a strong understanding of our customers, products, and systemsTaking ownership of tickets from initial contact through to resolutionContributing to internal documentation and knowledge basesRequirementsExperience in a customer-facing roleConfidence using computers, ideally in a retail or software support environmentStrong communication skills and a helpful, professional mannerGood organisation and time management skillsAbility to prioritise work in a fast-paced environmentComfortable identifying when issues need to be escalatedA proactive approach and willingness to learnNice to haveExperience in a software or technical support roleExposure to ticketing or incident management systemsExperience working in a busy retail environmentAwareness of ITIL or similar service management frameworksIT qualifications or exposure to SQLWhy join usYoull 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.Benefits25 days holiday plus bank holidaysYour birthday offHybrid working after probationPension schemeLife assuranceHealth cash planAccess to mental health and wellbeing supportCycle to Work schemePerkbox benefits and discountsPaid volunteering daysTraining, development, and clear progression opportunitiesJBRP1_UKTJ