Lognormal Analytics - Technical Support Analyst - Ticketing System

As a Customer Tech Support Analyst, youll be the first point of contact for colleagues experiencing issues with customer and field technology platforms. This role is all about attention to detail, problem-solving, and driving continuous improvement in how we support the business.

You will triage, resolve, and escalate support tickets, ensuring efficient handling while looking for opportunities to improve processes and proactively address recurring problems. Curiosity and a willingness to learn are key, as many issues can be resolved with the right investigation and collaboration.

Key Responsibilities :

Triage & Manage Tickets :

- Accurately log and prioritise all incoming support requests.

- Escalate complex or specialist issues to the correct teams while maintaining ownership of updates.

Incident & Supplier Management :

- Document detailed information for every incident, including those raised with third-party suppliers.

- Track incident patterns and work with stakeholders to identify and resolve recurring issues proactively.

Knowledge Sharing & Documentation :

- Identify knowledge gaps and update the internal knowledge base with troubleshooting guides and solutions.

- Share insights and best practices with team members to improve first-time fix rates.

Service Delivery :

- Actively support initiatives to enhance customer experience, reduce inefficiencies, and improve tools and processes.

Requirements :

Experience & Skills :

- 2- 5 years in a Technical Support, IT Service Desk, or similar role.

- Strong troubleshooting and analytical skills with the ability to manage multiple priorities.

- Familiarity with ticketing systems and incident management practices.

Communication & Collaboration :

- Clear communicator, capable of working with colleagues, vendors, and technical teams to resolve issues.

- Able to document and explain technical issues in simple, clear language.

Mindset & Growth :

- Curious, eager to learn new systems and tools, and proactive about solving problems.

- Focused on continuous improvement, looking for ways to make support processes more efficient.

- Experience with Jira Service Management (service desk/ticketing system), Kaluza Agent Experience (KAE), Kaluza API (KAPI), Salesforce, Postman (API testing platform)