Purpose of the Role

Bring curiosity, precision, and a problem-solving mindset to the heart of business operations.
As a Support Analyst, your behind-the-scenes work keeps systems running, data flowing, and questions answered, supporting smoother operations and smarter decisions that make working
lives better.

About Us
We are Allsop, a leading provider of cloud-based business technology solutions for over 20 years.
Our mission is simple yet powerful: making working lives better. We achieve this by delivering
innovative web and mobile solutions that break through technology barriers and support the
real needs of our clients worldwide.

Our core values guide everything we do:

Innovative:We are pioneers, constantly seeking creative solutions to improve our products, processes, and services, making working lives better.

Helpful: We're always ready to support and assist our clients, colleagues, and partners, going the extra mile to improve their working lives.

Accountable: We are committed to our responsibilities and take ownership of our actions to deliver high-quality solutions and service, making working lives better.

Respectful:We treat everyone with courtesy, empathy, and professionalism, building trust and collaboration to enhance working lives.

Passionate: We bring boundless enthusiasm and dedication to our mission, fully investing ourselves in making working lives better.

Backed by our guiding principles, delivering excellence for others, leading in technology
to the point of disruption, and always staying agile, we empower clients across sectors such as food and beverage, wholesale distribution, specialist retail, veterinary, e-commerce, and construction-related services. Our intelligent, scalable ordering and pricing tools help organisations achieve precision, agility, and insight in fast-moving, high-demand environments. Our culture is innovative, collaborative, and energetic. Every line of code contributes to smarter products and platforms, smoother operations, and more effective businesses.

Overview of the Role

As a Support Analyst, you’ll help ensure the smooth running of internal systems, support Product Development teams by helping deploy, monitor, and investigate issues with our solutions and liaise with Clients to ensure we are delivering value to their businesses. Your work
will contribute to our mission of making working lives better by enabling efficient processes and
informed decisions.

You will be part of a collaborative team that supports multiple business functions. Ideal for those early in their career or on a student placement, this role offers hands-on experience, learning opportunities, and the chance to see how technology and data power great service. The role also includes support or mentoring from more experienced team members.

Key Responsibilities

Support the development and ongoing maintenance of internal business tools and solutions
Assist with the maintenance and improvement of the internal case management system
Assist with managing user access controls and supporting compliance-related activities across internal systems and tools.
Help Client Success Representatives resolve issues by conducting technical triage, data investigation, or coordination with developers.
Investigate and analyse data to support the resolution of customer queries
Work closely with project teams to support the design, testing, and rollout of new features and processes
Document findings, solutions, and process improvements for knowledge sharing
Contribute to cross-functional collaboration by sharing updates and raising operational insights
Act as an initial point of triage for incoming client support tickets, ensuring issues are logged accurately, categorised correctly, and prioritised in line with agreed processes.
Take accountability for acknowledging client queries and providing clear, timely updates during investigation and resolution stages, escalating appropriately where required.
Coordinate with Client Success Representatives, Operations, and Product Development teams to ensure client impacts are understood and communicated clearly.
Maintain high-quality written communication in all client-facing updates, ensuring responses are professional, accurate, and aligned with internal service standards.

Technologies & Tools

You will have some familiarity with or be willing to learn:

Systems & Platforms: Case management systems - Autotask, Microsoft Excel, Azure
DevOps, Microsoft Azure, Azure Cosmos, Azure Storage Accounts, Azure SQL Databases.
Languages & Tools: SQL and Azure Fabric
Technical Skills: Ability to read and understand existing codebases to support troubleshooting, analysis, and collaboration with development teams.
Collaboration & Documentation: Microsoft Teams, SharePoint, Slab

Behavioural Competencies

Eager to learn and contribute to team success
Analytical thinker with a methodical approach to problem-solving
Communicates clearly and asks thoughtful questions
Takes initiative and shows curiosity in technical and business areas
Works well with others and contributes positively to team culture
Manages tasks reliably and follows through on commitments
Adaptable and open to receiving feedback
Manages tasks reliably, follows through on commitments, and takes ownership of client-facing actions

Experience

No formal experience required, but some exposure to operations, IT, or business
analysis is desirable
Suitable for recent graduates, apprentices or students on a placement year
Enthusiasm to develop technical and analytical skills
Comfortable working collaboratively in an agile environment

Success Measures

Timely and accurate support for internal and customer issues
Quality and clarity of documentation and communications
Responsiveness to requests from Implementation, Operations,
and Product Development teams
Contributions to improvements in processes and tools
Feedback from colleagues on collaboration and support
Quality, clarity, and timeliness of client communications during issue acknowledgement, investigation and resolution
Effectiveness of initial ticket triage, including accurate categorisation and appropriate escalation or assignment

Career Development

This role sits within the Operations team and, depending on your interest and development can prepare you for progression into the following:

QA Analyst or Software Developer
Operations Lead
Implementation Consultant
Lateral move into Client Success, Sales & marketing.

As the company scales other opportunities may become available.

We support growth with:

Monthly dedicated time for personal development
Access to a learning and development hub
Encouragement and support for external training and certifications.

Allsop remote jobs

Support Analyst