Application Support Analyst

Working Pattern

Hybrid (2x days per week)

Benefits at Ideagen

To be discussed at next stage

We are currently seeking a proactive and detail‑oriented Application Support Analyst to join our team. In this role, you’ll deliver first‑class support to customers, helping them get the most value from our software while ensuring a smooth and efficient user experience.

Location:

Norwich – Level: Entry Level – Department: IT

• Provide first‑line support by managing and resolving customer queries and helpdesk tickets
• Escalate complex issues to the appropriate teams where required
• Develop strong product knowledge to support, guide, and advise customers
• Deliver training and demonstrations to help customers maximise system use
• Support system upgrades, releases, and new feature rollouts
• Assist with onboarding new customers, including system configuration and setup
• Manage customer change requests from analysis through to delivery and go‑live support
• Participate in testing activities for new features and system enhancements
• Maintain clear communication with customers and internal teams on progress and updates

• Strong communication skills, both written and verbal
• Highly organised with excellent attention to detail
• Analytical and confident in solving problems
• Self‑motivated, with the ability to manage workload and priorities effectively
• Comfortable working independently and within a team environment
• Customer‑focused, with a passion for delivering great service

• Previous experience in a customer support or service role
• Degree in Computer Science or a related field
• Interest in aviation or technology

Ideagen is the invisible force behind many things we rely on every day – from keeping aircraft in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. Every day, millions of people are kept safe using Ideagen software.