We are currently partnering with a leading global organisation who are looking to hire an Application Support Analyst to join their growing IT team in London.
This is an excellent opportunity for a customer-focused support professional with strong application support experience to play a key role in supporting and improving business-critical digital systems used across the organisation.
You'll be responsible for providing 1st and 2nd line application support, managing incidents and service requests, driving continuous improvement initiatives, and working closely with both internal stakeholders and external service providers.
Key Responsibilities
Provide 1st and 2nd line support across key business applications
Investigate, diagnose and resolve user issues within agreed SLAs
Act as an escalation point between support teams and technical specialists
Support incident, problem and change management processes
Deliver user onboarding and training sessions
Create and maintain knowledge base articles, FAQs and support documentation
Monitor ticket trends and user feedback to identify service improvements
Support major incidents, system outages and disaster recovery testing
Collaborate with internal teams and third-party providers to ensure excellent service delivery
Drive process improvements and contribute to the modernisation of digital services
What We're Looking For
Previous experience in an Application Support Analyst, Service Desk Analyst, IT Support Analyst or similar role
Strong user-facing and stakeholder management skills
Experience working with ITSM platforms such as ServiceNow or similar
Knowledge of Incident, Problem and Change Management processes
Excellent troubleshooting and analytical skills
Experience documenting support procedures and knowledge articles
ITIL v3, v4 or equivalent service management experience
What's on Offer?
Up to £55,000 salary
20% discretionary bonus
15% pension contribution
London-based role
Exposure to business-critical global systems
Opportunity to influence service improvements and digital transformation initiatives
Collaborative and supportive team environment
Salary description
£50000.00 - £55000.00 per year