OCS Consulting
Technical Support & Business Analyst (1st & 2nd Line)
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Technical Support & Business Analyst (1st & 2nd Line) – Hybrid (Central London) – Permanent role
- NO Sponsorship is given for this role.
- Location: Central London (King's Cross area)
- Work Pattern: Hybrid / office-based days to be agreed, minimum 2 days per week
Job Overview
We are a leading IT Consultancy with offices in UK and Europe (Netherlands, Belgium, and Switzerland) looking to recruit a permanent Technical Support & Business Analyst to join our team. We deliver a range of services from IT Consultancy, Software Project Development, and Application Support Services for our corporate clients covering Insurance, Retail, FMCG, Music & Entertainment Publishing, Automotive, Logistics & Leasing, and Charity domains (including UN organisations).
As OCS Consulting is part of an Employee Ownership Trust, after a qualifying period, the successful candidate will be able to contribute to the company’s future vision and share in the profits.
This hybrid role bridges the gap between technical operations and business requirements. You will provide critical 1st and 2nd line application support while analysing business needs, writing documentation, and assisting with testing. This role is ideal for a keen analyst who enjoys both solving immediate technical issues and improving long-term business processes.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Role Requirements:
Mandatory Experience & Technical Skills
- 3+ years of experience in IT, specifically within a Support Analyst, Business Analyst, or similar hybrid technical role
- Proficiency in SQL: Strong ability to write queries, join tables, and analyse relational databases to troubleshoot issues
- Proven track record of handling 1st and 2nd line application or software support
- Strong requirement gathering, analytical, and problem-solving skills
- Ability to commute to our King's Cross office minimum 2 days per week and occasionally to our offices in Borehamwood and Horsham
Desirable Skills & Experience
- Testing Experience: Knowledge of QA methodologies, writing test plans, or executing manual/automated tests
- Solid Documentation Experience: Proven ability to write clear, structured documentation for both technical and non-technical audiences
- Experience using ticketing systems (e.g., Jira, ServiceNow) and documentation tools (e.g., Confluence)
- Knowledge of Agile methodology
- Full, clean driving license and own transport would be a strong advantage
Soft Skills
- Excellent proficiency in English with a wide vocabulary and strong grammar (mandatory)
- Excellent communication and interpersonal skills
- Highly motivated and enthusiastic individual, prepared to go the extra mile
- Strong organisational skills with the ability to manage competing priorities
- Ability to work and maintain momentum independently
- A customer-centric mindset with empathy for end-user frustrations
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Key Responsibilities:
1st & 2nd Line Support
- Act as the first point of contact for technical and application-related queries
- Triage, investigate, and resolve 1st and 2nd line support tickets within agreed SLAs
- Escalate complex 3rd line issues to engineering or vendor teams with clear diagnostic data
- Monitor system health and identify recurring technical trends or problems
Business Analysis & Data
- Gather and translate user requirements into clear technical specifications
- Use SQL to query databases, investigate data anomalies, and extract insights
- Map "as-is" and "to-be" business workflows to drive system optimization
- Act as a liaison between non-technical business stakeholders and technical teams
Documentation & Testing (Desirable)
- Create and maintain comprehensive technical documentation, user guides, and knowledge-based articles
- Support User Acceptance Testing (UAT) cycles alongside business stakeholders
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills