Role overview
We are seeking a professional, organised, and customer-focused Technical Analyst to join ProCloud’s Service Management & Delivery team. This role is responsible for providing responsive first-line technical support to ProCloud clients and internal stakeholders, ensuring that all service activity is logged, structured, documented, and progressed in line with ProCloud’s ITIL-aligned Service Delivery Model.
The Technical Analyst will act as an important entry point into ProCloud’s support model, handling service activity such as events, incidents, and service requests through the ITSM platform. The role is focused on high-quality ticket handling, structured triage, accurate documentation, clear communication, and effective escalation where required.
The successful candidate will also support routine operational service activities that help maintain system stability, availability, and performance.
Main responsibilities
- Deliver professional first-line technical support for incidents, service requests, and operational issues.
- Manage and progress tickets through the ITSM platform, ensuring accuracy, prioritisation, and compliance with service standards.
- Perform initial troubleshooting and resolve issues within role scope, escalating where appropriate.
- Maintain high standards of customer service, communication, and documentation throughout the support lifecycle.
- Participate in a structured support rota that provides service coverage between 7:00am and 7:00pm. This role requires flexibility to work scheduled shifts as part of a team-based rotation to ensure consistent support for clients and business operations.
Role requirements
- Third-level qualification in Computer Science, Information Technology, or a related discipline.
- Experience in an IT support, service desk, or technical support environment.
- Strong troubleshooting, problem-solving, and customer service skills.
- Understanding of ticket management, incident handling, and escalation processes within an ITSM environment.
- Excellent communication and documentation skills, with the ability to engage professionally with clients and colleagues.
- Awareness of information security, data protection, and compliance best practices
