Application Support Analyst

1st Line Application Support Analyst – MHR

At MHR, our employees are central to our success and play a key role in helping customers achieve sustainable high performance. With a team of more than 900 professionals, we work to make things flow smoothly, whether it\’s for large organisations or individual employees. As businesses face rapid changes in the world of work, our team is here to help them adapt and thrive.

With over 40 years of experience, MHR’s track record as a high-performance organisation is built on clear goals, a shared vision and strong communication—all of which we pass on to our customers.

With us, you’ll grow, find your flow, and make a lasting difference in your career, your team, and your impact.

As an 1st Line Application Support Analyst at MHR, you will play a vital role in developing your problem‑solving and customer service skills while gaining hands‑on experience in managing and resolving customer queries. You will be trained to handle first‑level support, triage cases, and collaborate with various teams to resolve issues efficiently. This role offers opportunities for professional growth as you gain experience with our products, tools like Salesforce, and internal processes.

Your Team

You will work closely with a collaborative team that is committed to providing excellent support to MHR customers. As the first point of contact for customer queries, you will collaborate with colleagues across various departments to ensure timely resolutions and drive continuous improvement in customer support processes.

Your Impact

Your work will directly impact customer satisfaction by ensuring that queries are resolved promptly and efficiently. By providing first‑level support, triaging cases, collaborating with teams, and contributing to knowledge management, you will help improve the efficiency of the support process and enhance MHR’s overall service reputation.

Key Skills

• Ability to convey information clearly and effectively to diverse audiences, both verbally and in writing.
• Strong listening skills to understand customer needs and concerns.
• Professional when interacting with clients and colleagues over the phone.
• Comfort in navigating challenging conversations with a calm and composed approach.
• Proven track record of handling high call volumes while maintaining quality service.
• Familiarity with a fast‑paced environment and ensuring efficient workflow.
• Understanding of payroll processes, HR policies and employment regulations.

Benefits to Support You Personally and Professionally

• Access to over 60 internal training courses, professional qualifications and cross‑departmental mentoring and coaching programmes.
• 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support and paid sick leave.
• Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidays.
• Monthly employee recognition programme and departmental awards.
• Referral bonus scheme of up to £2,000.
• Employee‑led social events such as running clubs, football teams, book clubs and bake‑offs.
• On‑site subsidised restaurants offering a variety of fresh meals daily.
• Opt‑in benefit schemes such as private medical insurance and dental coverage.

We value the well‑being, financial stability and inclusivity of our employees, and strive to provide a supportive working environment.

Seniority level

Associate

Employment type

Full‑time

Job function

Customer Service

Industry

Software Development