Application Support Analyst - Social Housing Solution; UK

We are recruiting an Application Support Analyst to provide technical solutions, advice, and consultancy for the software applications used by our customers. The candidate will be based in our Cape Town office and will work UK hours (09:00 – 17:30 BST/GMT), with UK public holidays recognized in lieu of South African holidays.

• Develop a deep understanding of the functional and technical aspects of the Social Housing product suite.
• Provide 2nd‑line application support, including troubleshooting, root‑cause analysis, and resolution of support tickets to agreed SLAs.
• Fulfil self‑service requests and resolve user queries while ensuring client satisfaction.
• Assist in building and maintaining a knowledge base for use across the business.
• Review all support tickets daily and actively monitor cases to guarantee resolution within SLA commitments.
• Document issue resolutions clearly and confirm client understanding or case closure.
• Escalate tickets to relevant teams when necessary and update users or clients on ticket status.
• Identify and highlight opportunities for service improvements and build positive relationships with users and customers.

• Friendly, collaborative attitude and strong team‑player mindset.
• Excellent telephone manner and problem‑solving skills with a logical, ITIL‑based approach.
• Quick learner with the ability to pick up new technologies efficiently.
• Good experience with Microsoft IT technologies and personal organisation and time‑management skills.
• Fast learner and adaptable to changing environments.

• BA/BS in Business, Computer Science, or equivalent experience.
• Software testing and troubleshooting experience.
• Experience supporting distributed and web‑based applications.
• 2+ years of recording and solving application support issues from customers, prioritising requests, and communicating solutions.
• Updating user guides and support knowledge base.
• Experience with Social Housing applications is preferable.
• Excellent problem‑solving and root‑cause analysis skills.
• Strong working knowledge of SQL (reading stored procedures, triggers).
• Experience remoting into customer systems and using remote desktop.

• Private medical insurance and health cash plan.
• Competitive personal pension plan.
• Parental leave programme.
• 25 days of annual leave plus bank holidays, plus 16 hours of flexible time off.
• Income protection and tuition reimbursement schemes.
• Opportunities to work from anywhere for two weeks per year.
• Employee‑led groups and diverse inclusion initiatives.

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that belonging is a direct result of diversity, equity, and inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success.