Application Support Analyst

Salary: £50,000 - 55,000 per year

• 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 Service Now 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

• 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

• Support
• ITIL
• ITSM
• Service Now

We are a leading global organisation with a growing IT team in London, offering a hybrid working arrangement. This role provides an opportunity to support and improve business-critical digital systems used across the organisation, with exposure to global systems, service improvement initiatives, and digital transformation projects. We offer a salary of up to £55,000, a 20% discretionary bonus, and a collaborative, supportive team environment.