Business Analyst & Technical Support (1st & 2nd Line) - £27k-£33k depending on experience + Flexible Benefits - Hybrid (Central London) - Permanent role

In order to make an application, simply read through the following job description and make sure to attach relevant documents.
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.
Role Requirements:
Mandatory Experience & Technical Skills
2+ years of experience as 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
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 xrexnqw
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
Our Offer:
Salary between £27,000-£33,000 depending on experience
Variety of benefits including;
Enhanced Pension
Life insurance
Medical & Dental cover
Permanent Health Insurance
Critical Illness benefit
Joining the Employee Ownership Trust after a qualifying period
Flu jabs
Health and Wellbeing Program
Employee of the Month and Long Service Awards
Generous Holiday Allowance - increases based on the length of service
Career-based training
Supportive and collaborative working environment
Career Development - Opportunity to progress, both in terms of skills and experience for the motivated and talented individual