Junior Product Support Analyst

Salary: £20,000 - 25,000 per year

Requirements:

• Strong communication and interpersonal skills
• A genuine interest in IT and technology
• Problem-solving mindset and attention to detail
• Ability to work well under pressure and manage multiple priorities
• A proactive attitude and willingness to learn
• We may be looking for a school leaver or recent graduate with a technology-related qualification, such as IT or Computer Science

Responsibilities:

• Provide first-line application support by responding promptly and professionally to user queries via phone, email, and our ITSM tool, ensuring all issues are tracked through to resolution within agreed SLAs
• Troubleshoot a broad range of issues, from password resets and guiding users through system functionality to more complex queries, including API-related issues
• Triage and prioritise service requests and incidents, balancing routine tasks such as password resets and account setup with more complex application queries
• Support onboarding activities by setting up user accounts, access permissions, and providing introductory guidance on the platform
• Deliver excellent customer service through clear communication, professionalism, and user support calls
• Collaborate closely with team members and escalate issues to the Helpdesk Manager when required, contributing to a strong team culture
• Maintain and enhance knowledge base documentation to support resolution of recurring queries
• Build a working knowledge of the low-code platform to assist in troubleshooting and provide informed context for escalations, while leaving complex development tasks to specialist developers
• Act as a subject matter expert for the system, building core familiarity with its functionality and processes

Technologies:

• API
• Support
• ITSM

More:

We are a dynamic and growing team offering an exciting opportunity to launch your career in technology. Our Product Support Analyst role is based in Chelmsford, Essex, with a hybrid working pattern of one day per week onsite and the remainder remote. You will support cutting-edge technology platforms within the London Market Insurance sector and work on an Insurance Claims platform, gaining a strong foundation for a successful IT career in a mix of technical and customer service support.

last updated 36 week of 2026