Junior Application Support Analyst

About the role

We are looking for an Application Support Analyst to join our growing support team providing application and technical support for client's software applications serving customers across the UK and Ireland. The successful candidate will be responsible for monitoring, analysing, troubleshooting and resolving application and technical issues, while ensuring incidents are managed effectively and within agreed Service Level Agreements (SLAs). This role requires someone who is customer-focused, analytical, and comfortable working independently in an out-of-hours support environment. The role will also involve developing knowledge of UK customs, import/export, customs warehousing, excise and VAT processes.

Key responsibilities

• Provide application support for clients across the UK and Ireland.

• Monitor, analyse and triage application incidents and issues reported by clients.

• Take ownership of incidents through to resolution, carrying out appropriate problem analysis and implementing temporary or permanent fixes where possible.

• Escalate incidents to the appropriate technical or development support teams when required.

• Follow appropriate ITIL-based Incident, Problem and Change Management processes and procedures.

• Ensure incidents and service requests are handled within agreed Service Level Agreements (SLAs).

• Maintain clear and accurate records of incidents, troubleshooting activities, resolutions and escalations.

• Communicate effectively with customers and internal teams, keeping stakeholders informed of incident progress and resolution.

• Provide remote assistance and technical support to customers.

• Work collaboratively with other support and technical teams to investigate and resolve complex incidents.

About you

• Bachelor's degree or diploma in Information Technology, Computer Science, Computer Engineering, or a related field.

• Previous experience in Application Support, IT Support, Service Desk, Technical Support or a similar role.

• Strong troubleshooting and problem-solving skills.

• Ability to analyse issues systematically and identify the likely root cause.

• Good understanding of IT service management principles; ITIL knowledge or certification is an advantage.

• Experience working with ticketing/service management systems is preferred.

• Basic understanding of networking and connectivity troubleshooting.

• Basic knowledge of SQL, including the ability to write simple queries to retrieve, filter, and validate data when investigating application issues.

• Strong written and verbal communication skills; confident in handling client email correspondence.

• Strong customer-service orientation.

• Willingness and ability to work UK out-of-hours shifts, including weekends and holidays.