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.

Responsibilities

• 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.

Technologies

• 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