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For Companies At a Glance
- Tasks: Provide top-notch support for digital applications and enhance user experience.
- Company: Join Clarksons, the global leader in shipping and offshore services.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Why this job: Make a real impact by modernising and supporting vital digital services.
- Qualifications: Strong communication skills and experience in IT support or service management.
- Other info: Collaborative culture with opportunities for growth and learning.
The predicted salary is between 36000 - 60000 £ per year.
Clarksons is the world’s leading provider of integrated shipping and offshore services, bringing our connections and experience to an international client base. Our intelligence adds value by enabling clients to make more efficient and informed decisions. Our global reach, local knowledge and expertise is what makes us unique.
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 and professional 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 audit 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 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.
Application Support Analyst employer: Clarksons
Contact Detail:
Clarksons Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to application support. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled user issues in the past. This will demonstrate your hands-on experience and ability to think on your feet.
✨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, it shows you're genuinely interested in joining our team at Clarksons.
We think you need these skills to ace Application Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Application Support Analyst role. Highlight your relevant experience and skills, especially those that match the job description. We want to see how you can bring value to our team!
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 your background makes you a great fit. Don’t forget to mention your problem-solving skills and user-service ethos!
Showcase Your Technical Skills: Since this role is all about providing support for digital applications, make sure to highlight any hands-on experience you have with ITSM tools like ServiceNow. We love seeing candidates who are technically savvy and ready to tackle challenges!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Clarksons!
How to prepare for a job interview at Clarksons
✨Know Your Stuff
Make sure you brush up on your technical skills and knowledge related to application support. Familiarise yourself with ITSM tools like ServiceNow, as well as common troubleshooting techniques. Being able to discuss your hands-on experience confidently will impress the interviewers.
✨User-Centric Mindset
Since this role is all about providing top-notch support, think about how you can demonstrate your user-service ethos. Prepare examples of how you've improved user experiences in past roles or how you've handled difficult user queries. Show them you genuinely care about helping users!
✨Communication is Key
Effective communication is crucial for this position. Practice explaining complex technical issues in simple terms. You might even want to role-play with a friend to get comfortable. Remember, you’ll need to engage with both technical and non-technical stakeholders, so adaptability is essential.
✨Show Your Problem-Solving Skills
Be ready to tackle some hypothetical scenarios during the interview. Think through your problem-solving process and be prepared to share specific examples where you identified issues and implemented solutions. Highlighting your analytical skills will show that you're proactive and capable of handling challenges.