2nd line / Application Support

1st / 2nd Line Support Analyst (Application Support)

Office-Based
Full Time, Permanent

Are you a customer-focused IT Support professional with experience across 1st and 2nd Line Support and a passion for troubleshooting business applications?

We're seeking a proactive and enthusiastic 1st / 2nd Line Support Analyst to join a growing IT team, providing both technical and application support to users across the business. This is an excellent opportunity for someone who enjoys problem-solving, working with customers, and developing their technical skills within a supportive environment.

You'll act as a key point of contact for users, diagnosing and resolving IT and application-related issues while ensuring a high level of customer service. Working closely with internal teams and third-party suppliers, you'll support a range of business-critical systems and applications.

Key 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.

Skills:

• 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.

Desirable Skills

• 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.