Previous experience within a 1st or 2nd Line Support role.
Experience supporting business applications, ERP, CRM, finance or industry-specific systems.
Strong troubleshooting and problem-solving skills.
Knowledge of Windows environments, Microsoft 365 and Active Directory.
Familiarity with ticket management systems and ITIL-based processes.
Excellent communication and customer service skills.
A proactive approach and willingness to learn new technologies.
SQL experience or the ability to investigate database-related issues.
Experience working with application vendors and third-party support teams.
Exposure to Azure, Intune or cloud-based platforms.
Knowledge of reporting tools or business intelligence systems
Responsibilities
Provide 1st and 2nd line support for users via phone, email and ticketing systems.
Diagnose and resolve hardware, software and application-related issues.
Support business applications, investigating errors, performance issues and user queries.
Log, prioritise and manage incidents and service requests through to resolution.
Perform user administration, access management and system configuration tasks.
Assist with software deployments, upgrades and system testing.
Deliver an excellent customer experience and ensure service level agreements are met.
Technologies
Active Directory
Azure
Business Intelligence
Cloud
CRM
ERP
Hardware
Support
ITIL
Microsoft 365
SQL
Windows
Office 365
More
We are an office-based, full-time, permanent IT team seeking a proactive and enthusiastic 1st / 2nd Line Support Analyst (Application Support) to join our growing department. This is an excellent opportunity for someone who enjoys problem-solving, working with customers, and developing technical skills in a supportive environment. You will act as a key point of contact for users, helping to diagnose and resolve IT and application-related issues while supporting business-critical systems and applications across the company.
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