Support Desk Analyst

TL;DR

Support Desk Analyst: Acting as the first point of contact for customer support, handling incoming queries via phone, email, and ticketing system, and helping to resolve issues across EPOS, Back Office, and Web systems. Focus on efficient troubleshooting, customer communication, and adherence to agreed SLAs.

Location: Office-based in Waterlooville, Hampshire for the first 3 months, then hybrid working thereafter.

Company

hirify.global is a fast-growing group of technology companies building software and payments solutions for the retail and hospitality sectors.

What you will do

• Act as the first point of contact for customer support queries.
• Log, manage, and progress tickets via phone, email, and ticketing systems.
• Troubleshoot and resolve customer issues efficiently and professionally.
• Keep customers informed with clear and timely updates.
• Work closely with internal teams and third-party providers to resolve issues.
• Ensure tickets are managed in line with agreed SLAs.

Requirements

• Experience in a customer-facing role.
• Confidence using computers, ideally in a retail or software support environment.
• Strong communication skills and a helpful, professional manner.
• Good organisation and time management skills.
• Ability to prioritise work in a fast-paced environment.
• Comfortable identifying when issues need to be escalated.

Nice to have

• Experience in a software or technical support role.
• Exposure to ticketing or incident management systems.
• Experience working in a busy retail environment.
• Awareness of ITIL or similar service management frameworks.
• IT qualifications or exposure to SQL.

Culture & Benefits

• 25 days holiday plus bank holidays.
• Your birthday off.
• Hybrid working after probation.
• Pension scheme.
• Life assurance.
• Health cash plan.
• Access to mental health and wellbeing support.
• Cycle to Work scheme.
• Perkbox benefits and discounts.
• Paid volunteering days.
• Training, development, and clear progression opportunities.