Support Analyst

A typical day as a Support Analyst

No two days look exactly the same here, and that’s part of what makes it work.

As a Support Analyst, you’ll play a key part in keeping things moving for our customers, suppliers and The Pros around you. You’ll take ownership, solve problems properly, and work with people across the business to make things simpler, faster and better.

You’ll be trusted to get stuck in, make decisions, and see things through.

What you’ll be doing

• Provide first and second-line support for key financial systems, ensuring timely resolution of incidents and service requests.
• Monitor system performance and availability, proactively identifying and escalating issues before they impact the business.
• Investigate, diagnose and resolve system faults, working closely with internal teams and third‑party vendors where required.
• Support financial period‑end processes, ensuring systems are available and functioning correctly during critical business cycles.
• Work closely with the wider Support function and development teams, engaging with the incident management process to log, track and resolve issues.
• Liaise with infrastructure partners and third‑party vendors to support investigation and resolution of system issues, escalating and coordinating as needed.
• Provide training and guidance to end users on system functionality where needed.
• Maintain accurate documentation of support processes, known issues and resolutions.
• Assist with system upgrades, patches and testing, ensuring minimal disruption to finance users.
• Support user access management, permissions and system configuration in line with agreed controls.
• Contribute to continuous improvement initiatives to enhance system reliability and user experience.

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