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- Tasks: Provide top-notch support for digital applications and enhance user experience.
- Company: Join a leading brokerage firm with a focus on innovation and teamwork.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Be a key player in modernising digital services and solving real user problems.
- Qualifications: Strong communication skills and experience in IT support or service management.
- Other info: Dynamic work environment with a chance to make a significant impact.
The predicted salary is between 36000 - 60000 £ per year.
We’re looking for a proactive and technically skilled Application Support Analyst to join our IT team based in our London office. In this vital role, you will provide first- and second-line support for the Clarksons’ Digital key applications and systems, ensuring high-quality service delivery to our users.
If you’re a motivated IT professional with a strong User-service ethos and a passion for solving problems, we’d love to hear from you. This is an excellent opportunity to contribute to the development, maintenance, and enhancement of business-critical systems that support our internal stakeholders. This is a varied and rewarding position that offers the chance to play a crucial role in modernising and supporting digital services across the Clarksons’ brokerage.
Key Responsibilities- Provide clear, professional, and empathetic support for Users contacting the Support Desk.
- Regularly monitor and review User feedback and ticket trends to improve User experience.
- Support process improvements to improve user experience.
- Conduct user onboarding and training.
- Create the internal knowledge base by documenting user guides, FAQs, resolutions, best practices, and troubleshooting guides.
- Provide first and second level support, handling queries raised by users.
- Provide remote and on-site support for users and systems.
- Investigate, categorise, and diagnose user issues, ensuring efficient and accurate resolution.
- Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary.
- Manage and track User cases and incidents, ensuring they are resolved efficiently within agreed SLAs.
- Maintain detailed records of investigations and resolutions for reporting and analysis.
- Participation in problem management & major incident management, as required.
- Conduct audits on accounts/AD groups, including cleaning up leavers and users with revoked access.
- Support system outages by raising issues, performing high-level analysis, and keeping stakeholders informed.
- Offer testing for initiatives such as black building and DR scenarios.
- Implement a status page solution for incident updates.
- Work closely with cross-functional teams to ensure effective resolution of cases and incidents.
- Liaise with external managed service providers to support issue resolution and continuous improvement.
- Provide clear and concise communication to users regarding issue status and expected resolutions.
- Conduct regular training sessions for the support team to keep them updated on new features and best practices.
- Identify opportunities to improve workflows, efficiency and User experience in handling issues and queries.
- Standardise communication on release/maintenance across products.
- Ensure adherence to industry regulations and internal IT governance policies and processes when managing cases and incidents.
- Generate reports and insights on recurring issues, trends, and areas for improvement.
- Continuously identify and analyse potential issues and emerging trends mitigating risks proactively.
- Maintain the internal knowledge base by documenting FAQs, user guides, resolutions, best practices, and troubleshooting guides.
- Creation of common practices and participation in knowledge-sharing forums and communities across Clarksons.
- Exceptional User facing skills with effective listening and communication (written and verbal) skills with the ability to engage effectively with technical and non-technical stakeholders.
- Excellent problem-solving and analytical skills, with attention to detail.
- Hands-on experience with ITSM tools such as ServiceNow or equivalent platforms.
- IT Service Management experience across incident management, problem management and change management.
- Service support/analyst background.
- Ability to document triage procedures and best practices to enhance support efficiency.
- ITIL V 3 or Above.
Application Support Analyst in London employer: CLARKSON PLC
Contact Detail:
CLARKSON PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Analyst in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Application Support Analyst role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to user support and problem-solving. We recommend doing mock interviews with friends or using online platforms to get comfortable with articulating your thoughts clearly.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website where you can highlight your experience with ITSM tools and any relevant projects. This gives potential employers a tangible way to see what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Application Support Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Application Support Analyst role. Highlight your relevant experience, especially in user support and IT service management. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We’re all about finding solutions, so share specific instances where you’ve made a difference in user experience or resolved complex issues.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at CLARKSON PLC
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills and knowledge related to ITSM tools like ServiceNow. Be ready to discuss your hands-on experience and how you've used these tools in past roles. This will show that you're not just familiar with the systems but can also leverage them effectively.
✨Showcase Your User-Facing Skills
Since this role requires exceptional user-facing skills, prepare examples of how you've successfully communicated with both technical and non-technical stakeholders. Think about times when you resolved user issues or improved their experience, and be ready to share those stories.
✨Problem-Solving Scenarios
Expect to be asked about specific problem-solving scenarios. Prepare a few examples where you diagnosed and resolved issues efficiently. Highlight your analytical skills and attention to detail, as these are crucial for the Application Support Analyst role.
✨Demonstrate Your Collaborative Spirit
Collaboration is key in this position, so think of instances where you've worked closely with cross-functional teams. Be ready to discuss how you liaised with others to resolve incidents or improve processes, showcasing your ability to engage effectively with various stakeholders.