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- 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
Contact Detail:
Heidrick & Struggles 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 current or former employees at Heidrick & Struggles on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common application support scenarios. Think about how you’d troubleshoot issues and improve processes. We want to show that we can think on our feet and solve problems effectively!
✨Tip Number 3
Don’t forget to showcase your communication skills! During interviews, be clear and concise when explaining technical concepts. We need to demonstrate that we can adapt our style to different stakeholders.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that we’re genuinely interested in being part of the Heidrick & Struggles team.
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 enterprise-class 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, don’t shy away from sharing examples of how you've tackled complex issues in the past. We love candidates who can demonstrate strong critical thinking and problem-solving abilities, so let us know how you’ve made a difference in previous roles.
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, especially since communication is key in this role!
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. Familiarise yourself with common enterprise applications and their functionalities. This will help you answer questions confidently and demonstrate your technical knowledge.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples where you've successfully resolved application issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your critical thinking and problem-solving abilities.
✨Communicate Clearly
Since this role involves collaborating with various stakeholders, practice articulating your thoughts clearly and concisely. Tailor your communication style to suit different audiences, whether they are technical teams or business stakeholders.
✨Ask Insightful Questions
At the end of the interview, don’t hesitate to ask questions about the team dynamics, support processes, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.