Support Analyst



Location: London/Chelmsford

Salary: On Application

Sector: Information Technology

Job Type: Permanent


Work Hours: Full Time

Contact: Sophie Mann or Penny Webster

Email: or

Telephone: 01245 455 331




As a software vendor, our clients require support for the product and its use, and they expect high quality responses and resolutions. The Support Analyst oversees the non-specialist aspects of delivery, supporting application analysts, product specialists and a wider development team in meeting our clients’ expectations. The role is unique in the business giving the right individual the opportunity to own and drive the service, influence change, set an agenda with our clients, and become a key player at Eurobase. The role holder will enjoy both reactive ticket-based support work and the analysis and planning necessary to keep support running. From this position, there may be future opportunities to deepen or widen the role or to explore varying career paths including service management, infrastructure/DBA technical, applications, management information, software development and projects



The Support Analyst is responsible for the day-to-day satisfaction of our clients. Clients want assurance that Eurobase is aware of their issues, business drivers and plans and to know that we will react accordingly. This role acts as our eyes & ears to keep us aware of client needs through the ticketing system and as our first responder when we need to do more. The Support Analyst will orchestrate the daily, weekly, monthly, quarterly and annual cycles of work and run our client release schedule. The Support Analyst reports to the Client Support and Managed Services Manager who has accountability for the wider Support function and who will take escalations, sponsor initiatives to Operations Board and shape the team to meet Eurobase’ overall objectives.


Specific Duties and Responsibilities

  • Receiving and tracking a low volume of tickets through their life-cycle, ensuring high quality and timely responses from the wider team
  • Driving non-software resolutions including, third parties, infrastructure and others
  • Developing automation and rules in the Service Desk toolset
  • Maintaining client software release plans and coordinating the content for them
  • Control of the templates and documentation for software changes
  • Maintaining and updating the resourcing plans for support work
  • Using data analysis and reports to measure and improve on SLA targets
  • Production of accurate client billing and reports, using the data input from the wider team
  • Capturing and using accumulated knowledge for the benefit of the client and staff
  • Running regular operational review meetings with clients
  • Production of a service pack, for the management team, and appropriate escalations

Essential and/or Desirable Skills

  • Good communication abilities, written and verbal
  • Organised approach to work with the ability to plan
  • Self-starter with initiative and interest to grow and expand skills
  • Technical aptitude; able to understand and relate technical information
  • Technical or semi-technical (computing) experience or education
  • Team player and experience with coordinating workloads
  • Experience of working in a support / ticket management environment
  • Experience of analysis tools such as use of Excel, SQL, Crystal or B. Objects
  • Experience with enterprise application software
  • Service or Support experience


No agencies to contact us about this role.