Application Support Analyst

Hawes & Curtis is a quintessentially British heritage brand with a legacy in luxury shirting, fine tailoring, and stylish casual wear. With a strong reputation for quality and timeless design, we are proud to dress the modern gentleman and woman with impeccable craftsmanship and style.

The Application Support Analyst will work across a broad portfolio of applications including ERP systems, stock management platforms, e-commerce tools, and third-party integrations, providing both reactive support and proactive monitoring to minimise disruption to business operations. This is a role that demands a balance of strong technical knowledge, methodical problem-solving, and clear communication with both technical and non-technical stakeholders.

• Act as the primary point of contact for all application-related incidents, service requests, and queries raised by users across the business — including head office, retail stores, and the e-commerce team.
• Log, triage, and prioritise all incoming incidents and service requests via the helpdesk ticketing system, ensuring accurate and detailed records are maintained throughout the lifecycle of each ticket.
• Diagnose and resolve application issues across a range of platforms including ERP systems, stock management software, CRM tools, e-commerce platforms, and any other business-critical applications within the support portfolio.
• Monitor open incidents and service requests against agreed SLA targets, proactively following up to ensure all issues are resolved within the required time frames.
• Communicate clearly and professionally with end users throughout the incident lifecycle, providing regular updates on progress and managing expectations effectively.
• Conduct root cause analysis on recurring incidents, identifying underlying issues and working with the development team to implement permanent fixes.

• Proactively monitor the performance, availability, and integrity of all supported applications, identifying and addressing potential issues before they impact business operations.
• Perform routine application maintenance tasks including patch management, system updates, configuration changes, and scheduled housekeeping activities in line with agreed change management procedures.
• Monitor system logs, error reports, and performance dashboards to identify anomalies, trends, or early warning signs of application instability.
• Manage and maintain application configuration documentation, ensuring all records are accurate, up to date, and accessible to the wider IT team.
• Coordinate with third-party software vendors and managed service providers to manage scheduled maintenance windows, updates, and support escalations.
• Support the testing and validation of application updates, patches, and new releases in a non-production environment before deployment to live systems.
• Maintain and update a knowledge base of known issues, workarounds, and resolution steps to improve the efficiency of future support activity.

• Provide dedicated application support for the ERP system and in-house stock management programme, working closely with the development team and end users to resolve issues promptly and accurately.
• Support the configuration, testing, and deployment of ERP updates, new modules, and system enhancements, ensuring all changes are thoroughly tested before being released to a live environment.
• Assist in the management and integrity of master data within the ERP system, including product data, supplier records, and store configurations.
• Support data management activities including imports, exports, and basic database queries using SQL or equivalent,…