Application Support Analyst

As an 1st Line Application Support Analyst at MHR, you will play a vital role in developing your problem‑solving and customer service skills while gaining hands‑on experience in managing and resolving customer queries. You will be trained to handle first‑level support, triage cases, and collaborate with various teams to resolve issues efficiently. This role offers opportunities for professional growth as you gain experience with our products, tools such as Salesforce, and internal processes.

Your dedication to improving customer experiences and solving complex problems will contribute significantly to your own career development and MHR’s success.

You will work closely with a collaborative team that is committed to providing excellent support to MHR customers. As the first point of contact for customer queries, you will collaborate with colleagues across various departments to ensure timely resolutions. Together, you will drive continuous improvement in customer support processes, sharing insights and solutions to enhance the overall support experience. Your role will involve working with second‑level support and other teams for more complex cases, fostering a collaborative environment where teamwork and communication are key to success.

Your work will directly impact customer satisfaction by ensuring that queries are resolved promptly and efficiently. By providing first‑level support, triaging cases, and collaborating with teams to investigate issues, you will contribute to seamless customer experiences. Your efforts in replicating software defects, coordinating fixes, and keeping customers informed will minimise disruptions and enhance customer retention. Additionally, by contributing to knowledge management, you will help improve the efficiency of the support process, enabling customers to resolve issues independently and enhancing MHR’s overall service reputation.

• Ability to convey information clearly and effectively to diverse audiences, both verbally and in writing.
• Strong listening skills to understand customer needs and concerns.
• Professional when interacting with clients and colleagues over the phone.
• Comfort in navigating challenging conversations with a calm and composed approach.
• Proven track record of handling high call volumes while maintaining quality service.
• Familiarity with fast‑paced environment and ensuring efficient workflow.
• Understanding of payroll processes, HR policies, and employment regulations.

Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:

• Access to over 60 internal training courses, professional qualifications, and cross‑departmental mentoring and coaching programs
• 24/7 access to a GP through Smart Health for you and your family, confidential mental health support, and paid sick leave
• Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidays
• Monthly employee recognition program and departmental awards
• Referral bonus scheme of up to £2,000
• Employee‑led social events such as running clubs, football teams, book clubs, and bake-offs
• On‑site subsidised restaurants offering a variety of fresh meals daily
• Opt‑in benefits schemes such as private medical insurance and dental coverage