Job Title: Digital Support Analyst Location: Bristol, United Kingdom (Predominantly remote) Day Rate: £170 (Inside IR35) Start Date: 06/01/2025 J ob Type: Ad-Hoc Contract We are looking for a proactive and customer-focused 1st Line Support Analyst to join our clients ad-hoc team. This role will involve providing end-user support for our digital systems, collaborating with developers, testers, and third-party partners to resolve issues, and moderating user interactions on our customer-facing app. You will play a key part in identifying trends and supporting improvements to the system, ensuring a high level of service for our users. Job Responsibilities/Objectives Provide 1st level support for end-users, collaborating with developers, testers, and 3rd party partners to resolve digital system issues. Moderate the chat and community features on the customer-facing app to ensure a positive user experience. Engage with customers via email, social media, and other internal teams to identify and report system issues and trends, supporting the development of improvements. Effectively manage and track support tickets within the team's ticketing solution, ensuring all tickets are resolved within SLA targets. Triage issues and prioritise between critical and non-critical incidents across all modules. Follow Unite's change management process, promoting fixes and changes according to business priorities and team workload. Build and maintain strong working relationships with customers and colleagues, providing excellent interpersonal support. Identify recurring issues and themes, escalating them to 2nd and 3rd line analysts for further investigation. Provide users with temporary workarounds while awaiting bug fixes or system updates. Required Skills/Experience The ideal candidate will have the following: Strong communication skills, both written and verbal, with the ability to engage customers professionally and courteously. Experience in 1st line support or customer service, ideally within a digital or tech environment. Ability to manage and prioritise multiple support tickets within SLAs. Familiarity with ticketing systems and issue management processes. A collaborative team player with excellent interpersonal skills. Strong problem-solving skills and the ability to identify patterns and trends in support queries. Knowledge of change management processes is desirable. If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format. Disclaimer Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies. Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.