Application Support Analyst

Application Support Analyst | Up to £55,000 + 20% Discretionary Bonus | London (Hybrid)

I'm currently partnering with a leading global organisation who are looking to hire an Application Support Analyst to join their growing IT team in London.

This is an excellent opportunity for a customer-focused support professional with strong application support experience to play a key role in supporting and improving business-critical digital systems used across the organisation.

You'll be responsible for providing 1st and 2nd line application support, managing incidents and service requests, driving continuous improvement initiatives, and working closely with both internal stakeholders and external service providers.

Key Responsibilities

• Provide 1st and 2nd line support across key business applications
• Investigate, diagnose and resolve user issues within agreed SLAs
• Act as an escalation point between support teams and technical specialists
• Support incident, problem and change management processes
• Deliver user onboarding and training sessions
• Create and maintain knowledge base articles, FAQs and support documentation
• Monitor ticket trends and user feedback to identify service improvements
• Support major incidents, system outages and disaster recovery testing
• Collaborate with internal teams and third-party providers to ensure excellent service delivery
• Drive process improvements and contribute to the modernisation of digital services

What We're Looking For

• Previous experience in an Application Support Analyst, Service Desk Analyst, IT Support Analyst or similar role
• Strong user-facing and stakeholder management skills
• Experience working with ITSM platforms such as ServiceNow or similar
• Knowledge of Incident, Problem and Change Management processes
• Excellent troubleshooting and analytical skills
• Experience documenting support procedures and knowledge articles
• ITIL v3, v4 or equivalent service management experience

What's on Offer?

• Up to £55,000 salary
• 20% discretionary bonus
• London-based role
• Exposure to business-critical global systems
• Opportunity to influence service improvements and digital transformation initiatives
• Collaborative and supportive team environment

Application Support Analyst | Up to £55,000 + 20% Discretionary Bonus | London (Hybrid)