Application Support Analyst

Our client is a well-established UK organisation operating within a fast-paced commercial and technology-driven environment. They are committed to innovation, collaboration, and delivering high-quality services through modern business systems and technology platforms. As part of continued growth, they are looking for a Junior Application Support Analyst to join their Application Support team.

The Role

This is an excellent opportunity for an early-career IT professional looking to build experience in application support, business systems, and user engagement.

You'll provide day-to-day support across a range of business-critical applications, working closely with senior analysts, product teams, and end users to ensure systems remain stable, efficient, and well-supported.

The role offers exposure to CRM, planning, fulfilment, and other operational systems while providing opportunities to develop technical and troubleshooting skills.

Key Responsibilities

Application Support

• Log, track, and manage support tickets through to resolution.
• Investigate and troubleshoot application issues using established support procedures.
• Escalate complex incidents to senior team members when required.
• Provide end-user support and guidance on system functionality and best practice.
• Ensure accurate documentation of incidents, resolutions, and workarounds.

Continuous Improvement

• Collaborate with Product, Engineering, and Business teams to identify recurring issues.
• Assist with root cause analysis and problem management activities.
• Contribute to knowledge base articles, FAQs, and user documentation.
• Support testing activities for system upgrades, enhancements, and releases.

Operations & Monitoring

• Assist with system monitoring and operational checks.
• Support communications around planned maintenance and service interruptions.
• Ensure support activities are accurately recorded within service management tools.

User Engagement

• Deliver professional and customer-focused support.
• Build positive relationships with stakeholders and system users.
• Help translate technical issues into clear, user-friendly language.

What Success Looks Like

Within your first few months, you will:

• Confidently manage day-to-day support requests.
• Build strong working relationships with business users and colleagues.
• Contribute meaningful documentation and knowledge articles.
• Demonstrate a proactive attitude towards learning and development.
• Develop a solid understanding of the organisation's application landscape.

Skills & Experience

Essential

• Experience within an IT Support, Service Desk, Application Support, or similar technical role.
• Experience working with ticketing or service management systems.
• Strong communication and customer service skills.
• Good problem-solving and troubleshooting abilities.
• Ability to prioritise workload and manage multiple tasks.
• Collaborative team player with a willingness to learn.

Desirable

• Basic SQL and database knowledge.
• Exposure to API testing tools such as Postman.
• Understanding of ITIL processes, including Incident, Change, and Problem Management.
• Experience creating detailed bug reports and documenting issues.
• Exposure to business-critical applications or enterprise systems.

Additional Information

• Flexible working hours required between 8:00am and 8:00pm.
• Participation in an on-call support rota will be required.
• Excellent opportunity for career development within a collaborative technology team.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates