Support Desk Analyst

Silverbear Ltd.; Waterlooville; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A growing technology company in Waterlooville is seeking a Support Desk Analyst to join their customer support team. The role involves being the first point of contact for customer queries, managing tickets, and resolving issues professionally. Candidates should have experience in customer-facing roles, strong communication skills, and a proactive approach. The position starts in-office for three months, transitioning to a hybrid model post-probation. Benefits include a robust support system and career development opportunities.

Benefits

Your birthday off

Life assurance

Health cash plan

Mental health and wellbeing support

Cycle to Work scheme

Training and development opportunities

Qualifications

• Experience in a customer-facing role required.
• Confidence using computers in a support environment is necessary.
• Good organization and time management skills are essential.

Responsibilities

• Acting as first point of contact for customer support queries.
• Logging and managing tickets via phone and email.
• Troubleshooting customer issues efficiently and professionally.

Skills

Customer-facing experience

Strong communication skills

Time management skills

Proactive approach

Job description

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Working pattern: Full-time, office-based for the first 3 months, hybrid thereafter

Hours: 37.5 hours per week between core hours of 8.30am – 5.30pm

Additional: Weekend and Bank Holiday working on a rota basis

About the role

We’re looking for a Support Desk Analyst to join our growing support team, playing a key role in delivering excellent service to our customers. You’ll 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. You’ll 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 you’ll be doing

Acting as the first point of contact for customer support queries

Logging, managing, and progressing tickets via phone, email, and ticketing systems

Troubleshooting and resolving customer issues efficiently and professionally

Keeping customers informed with clear and timely updates

Working closely with internal teams and third-party providers to resolve issues

Ensuring tickets are managed in line with agreed SLAs

Building a strong understanding of our customers, products, and systems

Taking ownership of tickets from initial contact through to resolution

Contributing to internal documentation and knowledge bases

What we’re looking for

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

A proactive approach and willingness to learn

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

You’ll 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.

Your birthday off

Hybrid working after probation

Life assurance

Health cash plan

Access to mental health and wellbeing support

Cycle to Work scheme

Perkbox benefits and discounts

Training, development, and clear progression opportunities