ABOUT US

Trailight is a fast-moving Software as a Service (SaaS) business, building innovative RegTech solutions to help UK Financial Services organisations manage regulatory demands. Our products simplify compliance, strengthen business controls, and provide powerful reporting insights.

ROLE OVERVIEW

We are seeking a Service Desk Analyst to play a central role in delivering first-class support to our clients. Acting as the first point of contact, you will handle incoming queries, manage support tickets, and ensure issues are resolved efficiently and professionally. This role requires excellent communication, problem-solving skills, and a customer-first mindset.
You will also support client onboarding, assist with system configuration, and provide feedback to internal teams to continuously improve our product and services. This is a great opportunity to be part of a dynamic and growing company where your input will make a real impact.
We offer hybrid working - typically 2-3 days in the office.

KEY RESPONSIBILITIES

• Service Desk Support
• Manage day-to-day client support tickets via the support desk.
• Ensure service levels (SLAs) and quality standards are consistently met.
• Communicate with clients clearly and professionally to resolve issues.
• System Configuration & Client Support
• Configure system features to meet client requirements.
• Present configured solutions to internal teams and clients.
• Assist with client questions during post-implementation handover.
• Problem Solving & Escalation
• Investigate, research, and resolve client issues.
• Escalate advanced IT cases to relevant teams where needed.
• Contribute to user acceptance testing (UAT) and quality assurance.
• Collaboration & Continuous Improvement
• Work closely with Support, Implementation, and Product teams.
• Provide client feedback to improve product features.
• Participate in projects during onboarding and implementation phases.

High-Level Duties of a Service Desk Analyst

• Act as the first point of contact for client support queries.
• Manage and resolve tickets within agreed SLAs.
• Escalate complex issues to technical teams where appropriate
• Support system configuration and onboarding activities.
• Collaborate with internal teams to improve service and product features.
• Ensure client satisfaction through clear communication and timely resolution