Application Support Analyst
Salary: £61,000 - 101,000 per year
Requirements:- Exceptional user-facing skills with effective listening and strong written and verbal communication skills.
- Ability to engage effectively with both technical and non-technical stakeholders.
- Excellent problem-solving and analytical skills with strong attention to detail.
- Hands-on experience with ITSM tools such as ServiceNow or equivalent platforms.
- Experience in IT Service Management, including incident management, problem management, and change management.
- Background in service support or support analyst roles.
- Ability to document triage procedures and best practices to improve support efficiency.
- ITIL v3 or above.
- Provide first- and second-line support for our key applications and systems.
- Deliver clear, professional, and empathetic support to users contacting our Support Desk.
- Monitor user feedback and ticket trends to improve user experience.
- Support process improvements and user onboarding and training.
- Create and maintain our internal knowledge base, including user guides, FAQs, resolutions, best practices, and troubleshooting guides.
- Handle queries raised by users and provide remote and on-site support for users and systems.
- Investigate, categorise, and diagnose user issues to ensure efficient and accurate resolution.
- Act as a bridge between first-line support and technical or operational teams, escalating complex issues where necessary.
- Manage and track user cases and incidents, ensuring resolution within agreed SLAs.
- Maintain detailed records of investigations and resolutions for reporting and analysis.
- Participate in problem management and major incident management as required.
- Conduct audits on accounts and AD groups, including cleaning up leavers and users with revoked access.
- Support system outages by raising issues, performing high-level analysis, and keeping stakeholders informed.
- Offer testing for initiatives such as black building and DR scenarios.
- Implement a status page solution for incident updates.
- Work closely with cross-functional teams to ensure effective resolution of cases and incidents.
- Liaise with external managed service providers to support issue resolution and continuous improvement.
- Communicate clearly with users regarding issue status and expected resolutions.
- Conduct regular training sessions for the support team on new features and best practices.
- Identify opportunities to improve workflows, efficiency, and user experience.
- Standardise communication on release and maintenance across products.
- Ensure adherence to industry regulations and internal IT governance policies and processes.
- Generate reports and insights on recurring issues, trends, and areas for improvement.
- Identify and analyse potential issues and emerging trends to mitigate risks proactively.
- Maintain common practices and participate in knowledge-sharing forums and communities across our organisation.
- Incident Management
- Support
- ITIL
- ITSM
- ServiceNow
More:
We are a proactive and technically skilled team based in our London office, supporting business-critical digital applications and systems across our brokerage. This is a varied and rewarding opportunity to help modernise and improve our digital services while working closely with internal stakeholders, cross-functional teams, and external managed service providers. We offer the chance to play a crucial role in service support, process improvement, and knowledge sharing across our organisation.
last updated 34 week of 2026