Application Support Analyst

Location: Kings Hill / Hybrid

Salary/package: £25,948.96 per annum

Contract type: Permanent

Hours: Full time, 37 hours per week

As an Application Support Analyst
, you will play a key role within Cantium, supporting the business-critical systems that help Kent County Council deliver essential services across Adult Social Care, Children's Services, Highways, Libraries and other key areas. You'll work closely with users, colleagues and software suppliers to keep applications running effectively and ensure customers receive a high-quality support experience.

This role would suit someone with strong IT and customer service skills, whether you're already working in application support, a service desk environment, or looking to build on your existing technical experience.

Cantium Business Solutions
, part of Commercial Services Group delivers high-quality back-office and IT services to the public sector.

We are a dynamic and agile business driven by four key principles:
Fast, Connected, Insight-Driven and Customer-Led. As part of CSG
, the UK’s largest local authority-owned trading organisation.
Cantium combines commercial innovation with a commitment to reinvesting profits into local communities.

As an Application Support Analyst
, you will play a key role in ensuring critical applications remain available, secure and effective for the teams that rely on them every day. Your work will help support vital public services and provide users with a responsive and reliable support experience.

This is a role where problem solving, customer focus and collaboration are essential, with responsibility for resolving issues, maintaining user access, supporting testing activities and contributing to continuous service improvement

• Managing support requests and incidents to ensure issues are resolved efficiently and within agreed service levels.

• Monitoring the team mailbox and prioritising incoming queries to deliver an effective support service.

• Investigating application issues and identifying appropriate solutions, escalating where required.

• Working closely with third-party suppliers, colleagues and business users to resolve complex issues and maintain service quality.

• Managing user accounts and access permissions to support secure access to business systems.

• Keeping accurate records of incidents, requests and resolutions using support systems and processes.

• Supporting application testing activities and assisting with system improvements and upgrades.

• Contributing to support documentation, knowledge articles and operational procedures to improve service delivery.

• Ensuring compliance with GDPR, information governance requirements and security procedures.

• Proven experience in a customer service, IT support or helpdesk environment.

• Strong IT skills, including experience using Microsoft Office applications such as Outlook, Word, Excel and Teams.

• The ability to investigate problems, identify solutions and manage competing priorities effectively.

• Excellent communication and relationship-building skills.

• Strong organisational skills and attention to detail.

• The ability to learn new applications, technologies and processes quickly.

• A proactive and solutions-focused approach.

• Level 2 qualification or equivalent, including Maths and English.

• Experience of supporting applications such as LCS, Mosaic, Confirm or Spydus would be beneficial but is not essential.

• Salary of £25,948.96 per annum

• 25 days annual leave, increasing with length of service

• Birthday Day Off

• One Concessionary Day off during the Christmas Period

• Life assurance cover (4x salary)

• Pension scheme with 4% employer contribution

• Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme

• Volunteer days and access to a comprehensive wellbeing programme

• Tailored development support with real opportunities to progress

• Access to Learning & Development opportunities via our CSG Academy

• Hybrid working

CSG is the UK’s largest local authority-owned trading company (LATCO), generating over £700 million in revenue per annum and supporting more than 16,000 education…