Analyst

• Own customer incidents, service requests and escalations from initial investigation through to a clear outcome
• Troubleshoot application and integration issues using structured analysis of APIs, logs, data and system behaviour
• Communicate clearly and confidently with customers throughout the support journey
• Work closely with Product, Engineering and Operations to resolve complex issues and improve the customer experience
• Support incident coordination, ensuring the right people are involved and actions remain focused
• Mentor colleagues, share knowledge and strengthen ticket quality, troubleshooting and team standards
• Identify recurring issues and contribute to improvements in processes, documentation and tooling

WSD

Senior Service Desk Analyst