Support Analyst – Application Support

Overview

As a Support Analyst, you will help ensure the reliable operation of mission-critical applications within a 24/7 shift-based team. You will handle incidents, requests, and changes, contributing to testing and process improvements to maintain service stability. You’ll work closely with users and technical colleagues to diagnose issues, document guidance, and support ongoing service delivery. This role offers growth through DevOps-style support and structured ITIL-based processes in a secure environment.

Pay / Benefits

• 25 days annual leave
• life assurance
• 6% pension

Responsibilities

• Log, manage, and resolve incidents, requests and queries against SLAs
• Investigate issues and perform initial analysis, escalating when needed
• Monitor live services to meet target service levels
• Support problem management and change activities with proper records
• Assist with testing, system checks, and release support
• Produce and update support documentation and user guidance

Key requirements

• Experience in Application Support
• ITIL Foundation or awareness of ITIL-based environments
• Experience supporting applications through a DevOps or scripted model
• Strong problem-solving skills with end-to-end issue resolution
• Understanding of incident, request, and problem management
• Experience in structured environments with defined processes and targets
• Strong communication skills with diverse stakeholders
• Willingness to work onsite in a 24/7 shift rota

• strong communication
• team collaboration
• problem solving
• application support
• DevOps
• scripted support

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