Product Support Analyst - Helpdesk

We have a fantastic opportunity for a Product Support Analyst to join a growing technology business based in Chelmsford. This is an excellent entry-level opportunity for someone with a genuine interest in technology who enjoys problem-solving and helping people. You could be a college leaver, recent graduate, or someone looking to take their first step into an IT career. The position combines technical support with customer service, supporting users of an Insurance Claims technology platform. You'll receive training and develop your knowledge of the system while providing first-line support to clients.

Product Support Analyst Benefits

• Salary £22,000 - £25,000 depending on experience
• Hybrid working - once trained, just 1 day per week in the Chelmsford office
• Remaining 4 days working remotely
• Full training provided
• Excellent opportunity to begin a career in technology
• Exposure to technology platforms within the London Market Insurance sector
• Opportunity to develop technical and customer-support skills

Product Support Analyst Responsibilities

• Provide first-line application support via phone, email and ITSM system
• Respond to user queries and track issues through to resolution
• Troubleshoot issues including password resets, account access and system functionality
• Assist with more complex application and API-related queries
• Triage and prioritise service requests and incidents
• Set up user accounts and access permissions
• Support new users during onboarding
• Provide professional and helpful customer service
• Escalate more complex issues to the Helpdesk Manager when required
• Maintain and update knowledge-base documentation
• Develop knowledge of the company's low-code technology platform
• Build your knowledge to become a subject matter expert on the system Product Support Analyst

Product Support Analyst Requirements

• To live within a reasonable distance of Chelmsford.
• GCSEs in English and Maths grad 4/C and above
• A genuine interest in IT and technology
• Strong communication and interpersonal skills
• Good problem-solving ability
• Strong attention to detail
• Ability to manage multiple priorities
• Comfortable working under pressure
• Proactive attitude and willingness to learn
• A technology-related qualification such as IT or Computer Science would be beneficial, but the role is suitable for someone at the beginning of their career Product Support Analyst

This is a superb, rare, entry level role within IT and Technology.

Apply now, we look forward to hearing from you.