Service Desk Application Support Analyst

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.
We are in a period of focused internal investment, following a year of key strategic acquisitions and significant investment across all parts of the business, from Tech and Data to People and HR, there's never been a more exciting time to join us or a better place to grow your career!
The Role
Hours: Monday-Friday, 9:00-17:30
Location: Fleet
Working Pattern: Hybrid - 3 days a week on site
We are looking for a proactive Service Desk Engineer to support internal IT services and business-critical web applications. This role combines traditional service desk responsibilities with hands-on application support, working closely with engineering and infrastructure teams to triage issues, analyse logs, and ensure smooth day-to-day operations.
The idea candidate will be comfortable managing internal IT processes (starters, movers, leavers) while also investigating application incidents using modern observability and logging tools.
Responsibilities:
* Provide support for internal IT services, including user onboarding, offboarding and access management (starters, movers, leavers)
* Act as a first point of contact for application and platform-related incidents
* Triage web application issues and collaborate with engineering teams for resolution
* Investigate system and application logs to identify root causes of incidents
* Monitor alerts and proactively respond to service disruptions
* Manage tickets and workflows within the ITSM platform
* Support incident, problem and change management processes
* Document troubleshooting steps, known issues and operational procedures
* Assist in improving service desk workflows and operational efficiency
* Escalate issues appropriately while maintaining ownership through resolution
What we're looking for
* Strong ITSM knowledge with hands-on experience using Jira Service Management including workflow and automation
* Experience supporting internal IT services and user s
* Familiarity with log analysis tools such as Kibana and ELK stack
* Exposure to AWS CloudWatch Logs or similar cloud logging platforms
* Ability to investigate and triage web application issues
* Understanding of structured log queries and log searching techniques
* Basic knowledge of SQL for querying and debugging data issues
* Exposure to Kafka concepts and troubleshooting message flows
* Familiarity with monitoring and observability tooling
* Understanding of REST APIs and web application architecture (beneficial)
We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.
Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application