Application Support Analyst

Job Overview:

We are looking for a proactive and detail-oriented Application Support Analyst to join our support team. In this role, you\’ll provide first-line technical support to end-users, assisting with application issues, data queries, and access/configuration requests. Your ability to troubleshoot, communicate effectively, and maintain accurate support records will be key to ensuring a high-quality support experience.

Key Responsibilities:

• Monitor and triage incoming support tickets and phone calls.
• Respond to and resolve first-line support issues and service requests, escalating more complex problems as needed.
• Execute basic SQL queries to support data retrieval and issue resolution.
• Review and action system alerts and exception reports to ensure service reliability.
• Maintain accurate, clear documentation of support activity and troubleshooting steps in ticketing systems.

Skills & Experience Required:

• Previous experience in a software application support, IT support, or data analysis role.
• Basic understanding of SQL and relational databases, with the ability to run and interpret queries.
• Strong analytical and problem-solving skills with high attention to detail.
• Clear and effective communicator, capable of translating technical details for non-technical users.
• Self-motivated with the ability to prioritise tasks and work independently in a remote or hybrid environment.

Preferred Qualifications:

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Familiarity with IT ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Exposure to XML and APIs is a plus.
• Understanding of basic application monitoring and troubleshooting techniques.