At a Glance
- 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.
- Other info: Dynamic role with excellent career advancement potential.
- Why this job: Be a key player in modernising digital services and solving real user problems.
- Qualifications: Strong communication skills and experience with IT service management tools.
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.
Skills & Experience
- 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: Clarksons
Clarksons is an exceptional employer located in the heart of London, offering a vibrant work culture that fosters collaboration and innovation. Employees benefit from comprehensive training programs and opportunities for professional growth within the dynamic shipping industry, making it an ideal place for those seeking meaningful and rewarding careers in operations management.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Analyst in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Clarksons values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Clarksons might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Clarksons!
✨Direct Apply to Clarksons
Let's not forget to apply directly through the Clarksons website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Application Support Analyst in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Clarksons.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Clarksons. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Clarksons
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
