At a Glance
- Tasks: Provide top-notch support for application issues and enhance user experience.
- Company: Join Heidrick & Struggles, a leader in executive leadership advisory services.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by solving complex problems in a global team.
- Qualifications: Experience in customer-facing technical support and strong problem-solving skills.
The predicted salary is between 35000 - 45000 £ per year.
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 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
- 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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Heidrick & Struggles. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Heidrick & Struggles before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Application Support Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Heidrick & Struggles:Your cover letter is your chance to shine! Tell us why you want to work at Heidrick & Struggles specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Heidrick & Struggles!
How to prepare for a job interview at Heidrick & Struggles
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
