Pearson Whiffin Recruitment Ltd
Platform Support Analyst
Platform Support Analyst at Pearson Whiffin Recruitment Ltd, based in Maidstone, South East, paying £40,000 - £50,000 per annum. This is a permanent role.
- Pay
- £40,000 - £50,000 per annum
- Hours and contract
- Permanent · On site
- Location
- Maidstone, South East
- Closing date
- Sector
- IT Support
About 16% above the going rate for it support
Reference job/platform-support-analyst-5556.aspx
About the role
Platform Support Analyst
About the Role
We are looking for a proactive and technically minded Platform Support Analyst, with experience supporting SaaS-based platforms and business applications, someone who enjoys troubleshooting, problem-solving and working closely with users to deliver an excellent support experience.
We need someone with a strong background in application support, an understanding of cloud-based software solutions and an interest in using data to drive insights and improvements. Exposure to Power BI, reporting or data analysis would be a distinct advantage.
Key Responsibilities
- Provide day-to-day technical and functional support for SaaS-based platforms and business-critical applications.
- Investigate, troubleshoot and resolve application issues, working with internal teams and third-party vendors where required.
- Manage support tickets, incidents and service requests, ensuring timely resolution in line with agreed SLAs.
- Monitor platform performance, identify recurring issues and proactively recommend improvements.
- Assist with data analysis, reporting and dashboard creation, ideally using Power BI.
- Maintain clear technical documentation, knowledge articles and support processes.
- Support testing, system enhancements and the rollout of new features and applications.
Skills & Experience
Essential:
- Previous experience in an Application Support, Platform Support, SaaS Support or similar technical support role.
- Hands-on experience supporting cloud-based/SaaS applications within a business environment.
- Strong troubleshooting, analytical and problem-solving skills.
- Experience managing incidents, investigating technical issues and liaising with software vendors.
- Good understanding of application support processes, ticketing systems and service management principles.
- Excellent communication skills, with the ability to explain technical issues to non-technical users.
- A proactive approach and the ability to manage competing priorities.
Desirable:
- Exposure to Microsoft Power BI, including creating or maintaining dashboards and reports.
- Experience working with data, identifying trends and producing meaningful business insights.
- Knowledge of SQL, data queries or data integration concepts.
- Familiarity with APIs, integrations and data flows between SaaS platforms.
- Experience working in an ITIL-aligned support environment.
- An interest in automation, process improvement and making better use of technology and data.
Reference: job/platform-support-analyst-5556.aspx · Posted 3 days ago · Closes 23 Nov 2026 · Listed via Pearson Whiffin Recruitment Ltd
Apply for this job
This role is listed via Pearson Whiffin Recruitment Ltd. Applications are handled on the employer's site.
Apply on employer siteOpens the employer's website in a new tab.
Signed in? Every job you apply for counts toward your weekly goal and badges. How it works
Safe applying: a genuine employer will never ask you to pay for a DBS check, training or equipment, or move you onto WhatsApp before you are hired. If this listing does, report it and do not pay anything.