Client Support Analyst - Contract

About the Role

We are looking for a proactive and detail-oriented Client Support Analyst to join our client's growing operations team. In this role, you will serve as the primary liaison between the organisation and its stakeholders, driving service excellence, ensuring SLA compliance, and delivering data-driven insights that continuously improve our support operations.

Key Responsibilities

. Act as the primary point of contact for inquiries and issues raised by both internal and external users, ensuring timely and professional communication throughout.

. Ensure client and project stakeholder satisfaction by minimising rework and consistently meeting deliverable requirements, service levels, and specific performance targets.

. Step in as a backup resource during contingency situations to maintain continuity of operations and uphold service standards.

. Participate in periodic reviews of ticket updates from L2 Support, performing follow-ups with the team to ensure timely updates and resolution in compliance with SLA deadlines.

. Perform administrative responsibilities, including the preparation of ad-hoc reports by gathering, interpreting, and analysing data to develop actionable insights that improve processes and optimise results.

What We Are Looking For

. Strong interpersonal and communication skills with a client-first mindset.

. Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.

. Experience in support operations, service desk, or a similar client-facing role.

. Analytical thinking with the ability to interpret data and translate findings into actionable recommendations.

. Familiarity with SLA management and ticketing systems (e.g., Jira, ServiceNow, Zendesk).

. High level of organisation, attention to detail, and accountability.

. Team player who can also operate independently and serve as a reliable backup resource.