At a Glance
- Tasks: Provide top-notch support for application issues and collaborate with teams to resolve challenges.
- Company: Heidrick & Struggles, a leader in executive leadership advisory services.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Work in a collaborative, global environment with excellent career advancement potential.
- Why this job: Join a dynamic team and make a real impact on global leadership solutions.
- Qualifications: Bachelor’s degree and experience in customer-facing technical support roles.
The predicted salary is between 40000 - 50000 £ per year.
Heidrick & Struggles is the world’s foremost advisor on executive leadership, driving superior client performance through premier human capital leadership advisory services. For more than 70 years, we’ve delivered value for our clients by leveraging unrivaled expertise to help organizations discover and enable outstanding leaders and teams.
Who We Are: Heidrick & Struggles is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world's top organizations. In our role as trusted leadership advisors, we partner with our clients to develop future-ready leaders and organizations, bringing together our services and offerings in executive search, diversity and inclusion, leadership assessment and development, organization and team acceleration, culture shaping and on-demand, independent talent solutions.
The Role: The Application Support Analyst is a key member of the Support team, focused on providing high-quality customer support for our global business. In this role, you will partner with end users and internal teams to identify, troubleshoot, and resolve application issues, including analyzing data to determine scope and root cause and collaborating with technical teams on complex problems.
The Application Support Analyst will focus on timely and effective issue resolution, a strong customer experience, and ongoing improvement of our support processes. This role reports to the Manager of Customer Support.
Responsibilities:
- Act as the primary point of contact for business stakeholders in EMEA for application issues, ensuring SLAs are met and communication is proactive and clear.
- Document and manage issues using the H&S Incident Management System.
- Analyze issues to identify root causes, patterns, and solutions.
- Partner with Product and Engineering to represent customer needs.
- Participate in UAT planning, test executions, and regression testing for new features and enhancements.
- Maintain knowledge base content within the Support Portal.
- Collaborate across teams, adapting communication style to different stakeholders.
- Contribute to team problem solving and share ideas constructively.
- Take ownership of tasks, prioritize effectively, and meet deadlines.
- Anticipate issues, seek clarity, and proactively resolve challenges.
- Participate in training and stay current on system updates.
- Meet or exceed SLAs, including customer satisfaction metrics.
- Identify and recommend process improvements.
Required Qualifications:
- Bachelor’s degree.
- Minimum three years in customer-facing technical support roles.
- Demonstrated experience supporting at least one enterprise‑class application (e.g., CRM, ATS, HRIS, or similar).
- Professional, customer-focused, and service-oriented.
- Strong critical thinking and problem-solving skills.
- Demonstrates business awareness and sound judgment.
- Collaborative, adaptable, and open to feedback.
- Proactive, accountable, and able to manage priorities independently.
- Resilient and persistent in addressing challenges.
- Strong communication and interpersonal skills.
- Comfortable working in a global, virtual team environment.
Preferred Qualifications:
- Bachelor’s degree in Computer Science, Human Capital Management, or related fields.
- Experience working in a professional services or consulting environment.
- Prior exposure to executive search, HR, talent management, or similar domains.
- Familiarity with ITIL practices or formal incident/problem management frameworks.
- Experience supporting globally distributed user bases across multiple time zones.
Heidrick & Struggles is an equal opportunity employer committed to hiring qualified protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status.
Heidrick & Struggles is committed to providing reasonable accommodations and/or adjustments during our recruitment process. If you are selected for an interview and require an accommodation and/or adjustment, please inform your Talent Acquisition professional.
Application Support Analyst employer: Heidrick & Struggles
Heidrick is an exceptional employer, offering a dynamic work environment in the heart of London where IT Service Delivery Analysts can thrive. With a strong focus on employee growth and development, the company fosters a culture of collaboration and innovation, providing opportunities to become a subject-matter expert while supporting a diverse range of IT needs across Europe. Employees benefit from a hybrid work model, competitive compensation, and a commitment to enhancing user experience, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for an Application Support Analyst role and ask if they can refer you to any openings at Heidrick & Struggles.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their services, culture, and recent news. This will help us tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves troubleshooting application issues, we recommend going through some common scenarios and how you'd tackle them. This will boost your confidence during technical interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining Heidrick & Struggles.
We think you need these skills to ace Application Support Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Application Support Analyst role. Highlight your experience in customer-facing technical support and any relevant applications you've worked with. We want to see how your skills align with what we do!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled complex issues in the past. We love candidates who can think critically and come up with effective solutions, so don’t hold back on showcasing your problem-solving prowess!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant. We appreciate clarity, and it helps us understand your qualifications better!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Heidrick & Struggles
✨Know Your Stuff
Before the interview, make sure you understand the role of an Application Support Analyst inside and out. Familiarise yourself with common enterprise applications and be ready to discuss your experience with them. This will show that you're not just a good fit for the role, but that you genuinely care about the work.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex issues in previous roles. Think about specific situations where you identified root causes and implemented solutions. This will demonstrate your critical thinking and problem-solving abilities, which are crucial for this position.
✨Communicate Clearly
Since you'll be the primary point of contact for business stakeholders, practice articulating your thoughts clearly and concisely. Use examples from your past experiences to illustrate your points, and be ready to adapt your communication style to different audiences during the interview.
✨Be Proactive and Engaged
During the interview, show your enthusiasm for the role by asking insightful questions about the team, processes, and challenges they face. This not only demonstrates your interest but also your proactive nature, which is essential for anticipating issues and resolving challenges effectively.
