Client Support Specialist - Helpdesk Analyst at Ocho

Position	Client Support Specialist - Helpdesk Analyst
Posted	27 Jun 2026
Expired	27 Jul 2026
Company	Ocho
Location	Belfast \| GB
Job Type	Full Time

Job Description:

Latest job information from Ocho for the position of Client Support Specialist - Helpdesk Analyst. If the Client Support Specialist - Helpdesk Analyst vacancy in Belfast matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Ocho for the position of Client Support Specialist - Helpdesk Analyst below matches your qualifications.

Client Support Associate
Location: Belfast (Hybrid)
Reporting to: Client Support Manager
Salary: Competitive

About the Company

Our client is a fast-growing SaaS organisation supporting global enterprises in transforming how they manage finance, tax, and regulatory reporting. Their cloud-based platform simplifies complex compliance processes and enables senior finance leaders to unlock real business value.

The Role

We're looking for a motivated and customer-focused Client Support Associate to join a dynamic support team. You'll act as the first point of contact for clients, resolving issues, managing service requests, and delivering an outstanding customer experience.

This is an excellent opportunity for someone who enjoys problem-solving, working with technology, and engaging directly with clients in a fast-paced environment.

Key Responsibilities

Client Support & Service Delivery

Act as the first point of contact for client incidents and service requests
Log, categorise, and prioritise tickets in line with SLA targets
Resolve issues at first contact where possible
Own and manage tickets throughout their lifecycle, providing regular updates
Communicate clearly and professionally via email, phone, and video calls
Collaborate with internal teams to escalate and resolve complex issues

Customer Experience & Engagement

Deliver a high standard of customer service with a proactive approach
Support onboarding of new clients through training sessions and webinars
Provide ongoing guidance and education to clients on platform usage
Identify recurring issues and suggest improvements

Knowledge Management & Training

Contribute to and maintain internal and client-facing knowledge bases
Create and update training materials, FAQs, and troubleshooting guides
Deliver client training sessions and webinars

Performance & Continuous Improvement

Meet SLA targets for response and resolution times
Maintain high customer satisfaction levels
Stay up to date with new features, technologies, and industry trends

Skills & Experience

Technical Skills

Experience with service desk tools (e.g. Zendesk, Freshdesk, Jira Service Management or similar)
Strong Microsoft Office skills, particularly Excel
SQL or similar experience is desirable
Technical writing/documentation skills

Core Competencies

Excellent communication skills (written and verbal)
Strong problem-solving and analytical ability
Ability to explain complex concepts in a clear, user-friendly way
Highly organised with strong attention to detail
Ability to prioritise and manage multiple tasks under pressure
Quick learner with a proactive mindset

What's on Offer

Hybrid working model (2-3 days in office)
Competitive annual leave with service-based increases
Pension scheme with employer contribution
Health and wellbeing support, including private healthcare and EAP
Gym membership contribution
Flexible holiday options (buy/sell leave)
Technology scheme
Regular team events and social activities
Enhanced family leave policies
Additional lifestyle benefits and perks

Why Apply?

This is a great opportunity to join a growing tech company where you can build your technical expertise, develop client-facing skills, and play a key role in delivering exceptional customer experiences.

Interested? Apply now to learn more.

WHJS1_NI

Job Info:

Company: Ocho
Position: Client Support Specialist - Helpdesk Analyst
Work Location: Belfast
Country: GB

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Client Support Specialist - Helpdesk Analyst at the office Belfast above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.

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