We are seeking an Application Support Analyst to join a global Applications Centre of Excellence team, initially supporting SharePoint, .NET, and Java applications, along with associated platforms such as MSSQL.
This role offers the opportunity to broaden your technical skillset across a diverse application landscape while contributing to both operational support and project-based initiatives.
Reporting to the Technical Architect, you will provide day-to-day support to end users, resolving issues and improving system performance. You will also play an active role in system enhancements, upgrades, and implementations, working closely with technical and business stakeholders throughout the full project lifecycle-from testing and deployment to post-implementation support.
Strong communication skills are essential, as you will translate technical concepts into clear, actionable guidance for users and stakeholders.
Key Responsibilities
- Monitor the helpdesk system and respond to tickets in line with agreed SLAs
- Resolve Tier 2 incidents and manage escalations to Tier 3
- Perform regular system health checks and proactively address potential issues
- Investigate recurring problems and implement long-term solutions
- Collaborate with IT and business teams to provide technical support and guidance
- Maintain documentation, knowledge base articles, and support procedures
- Support application releases, patches, and upgrades, including testing and validation
- Contribute to continuous improvement initiatives (process, automation, standardisation)
- Participate in projects such as enhancements, migrations, and new implementations
- Assist with user acceptance testing (UAT)
- Communicate clearly with users, simplifying technical issues where needed
- Ensure compliance with IT governance and security standards
Key Skills & Experience
- Degree in IT or equivalent experience in application support
- Strong troubleshooting skills with a track record of resolving complex issues
- Excellent written and verbal communication skills
- Ability to manage multiple priorities while meeting SLAs and KPIs
- Experience with ITSM tools (e.g., ticket management systems)
- Fluent in English
