# Technical Support Analyst at hireful in Oxfordshire,…

> Source: https://confidential.careers/job-detail/technical-support-analyst-hireful-oxfordshire

# Technical Support Analyst

hireful 

** Oxfordshire, United Kingdom ** Full Time ** Data & Analytics Jobs ** United Kingdom ** New

[Apply Now](https://confidential.careers/go/13842494) ** Save 

## Job Description

Our client is a growing UK Software product company providing workforce management software to 100’s of customers across the UK. They're investing in the maturity of their support function and are looking for a **Technical Support Analyst** **(1st line / Service Management)** to help shape how they deliver service, working closely with Product and Engineering.

Location: Banbury, but work from home & remote available. **Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc** Salary: £35,000 to £40,000 basic plus benefits. **Working arrangement: hybrid, with core weekday hours and a weekend support rota every 4-6 weeks (additional compensation applies).**

What you'll be doing 
- Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.
- Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.
- Build a lightweight problem management practice, driving root-cause analysis with Engineering.
- Act as the bridge between Customer Success, Product and Engineering during escalations.
- Improve ticketing tools, workflows and reporting to strengthen the wider support function.
- Coach support agents on troubleshooting technique and customer communication.

What you need to bring 
- Demonstrable experience in a support, service desk or ITSM role.
- Strong working knowledge of ITIL practices, particularly Incident and Problem Management.
- Direct customer-facing experience, comfortable handling difficult conversations with customers and stakeholders.
- A track record of improving support processes, not just working within them.
- Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management or ServiceNow (desirable: Zendesk administration, ITIL 4 Foundation certification).

Why you'll love this job 
- Real influence over how a growing support function is built, with scope to grow into leading it.
- A chance to provide a support function at a Software company (SaaS), not just traditional “IT support”
- A small, close-knit team where your work and impact are visible.
- Genuine investment in your development, including support for ITIL certification.

If you're ready to bring structure, judgement and real improvement to a growing support function, we'd love to hear from you. Apply now to find out more about this exciting opportunity.

Posted August 13, 2026