Application Support Analyst

Role overview

Customer and application support

• Provide Level 1 customer support by phone and ticketing channels, with prompt acknowledgement and effective handling.
• Troubleshoot routine issues, adapt standard guidance, gather diagnostic information, and determine resolution or escalation paths.
• Triage and prioritise high-volume tickets; document escalations for higher-level support teams.
• Use knowledge resources, procedures, support tools, and troubleshooting techniques to resolve common issues at first contact.
• Use AI-powered systems, automation, and digital support tools for initial triage and standard-case resolution.
• Support RLDatix applications and associated platforms; maintain accurate records of interactions, troubleshooting, resolutions, and escalations.
• Identify recurring issues and process inefficiencies, collaborate across support and technical teams, and develop product knowledge to improve service.

Experience and qualifications

• 1–2 years of experience in a similar application support, technical support, or customer support role.
• Experience with Microsoft SQL Server 2008 R2 or above and Microsoft Windows Server 2008 R2 or above.
• Experience in IT Operations supporting a Windows enterprise environment and supporting SaaS or enterprise-scale application infrastructure.
• Experience with Zendesk or a similar ticketing solution.

Capabilities and additional experience

• Requires customer-service orientation, ticket triage and prioritisation experience, communication, troubleshooting, problem-solving, organisation, adaptability, and collaborative working.
• Desirable experience or knowledge includes Citrix or other remote access technologies, networking, security, Microsoft technologies, hosting, IIS administration, and payroll systems and integrations.
• Relevant technical certifications such as MCITP, MCSA, or VCP are desirable.

Workplace

• The source location identifies the role as remote in Great Britain.