Role SummaryWe’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 ResponsibilitiesProduct Success and Training 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. Support & Issue Resolution 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. Maintain detailed records of investigations and resolutions for reporting and analysis. 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.Liaise with external managed service providers to support issue resolution and continuous improvement. Conduct regular training sessions for the support team to keep them updated on new features and best practices. Process Improvement Identify opportunities to improve workflows, efficiency and User experience in handling issues and queries. Ensure adherence to industry regulations and internal IT governance policies and processes when managing cases and incidents. Continuously identify and analyse potential issues and emerging trends mitigating risks proactively. Creation of common practices and participation in knowledge-sharing forums and communities across Clarksons Skills & ExperienceExceptional User facing skills with effective listening and communication (written and verbal) skills with the ability to engage effectively with technical and non-technical stakeholders. 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 - Software, SQL in London
