2Nd Line / Application Support

IT Talent Solutions; Guildford; On-site; GBP 27,000 - 34,000; Full time

Job summary

IT Talent Solutions is seeking a proactive 1st/2nd Line Support Analyst to join its IT team in Guildford. You will diagnose and resolve hardware, software and application issues, providing timely incident resolution and excellent user support.

You will work with internal teams and third-party vendors to support business-critical systems, perform user administration, deployments and testing, and help maintain SLAs.

Qualifications

• Experience in a 1st or 2nd Line Support role.
• Experience supporting business applications, ERP, CRM, finance or industry-specific systems.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Windows environments, Microsoft 365 and Active Directory.
• Familiarity with ticket management systems and ITIL-based processes.
• Excellent communication and customer service skills.
• A proactive approach and willingness to learn new technologies.

Responsibilities

• Provide 1st and 2nd line support for users via phone, email and ticketing systems.
• Diagnose and resolve hardware, software and application-related issues.
• Support business applications, investigating errors, performance issues and user queries.
• Log, prioritise and manage incidents and service requests through to resolution.
• Perform user administration, access management and system configuration tasks.
• Assist with software deployments, upgrades and system testing.
• Deliver an excellent customer experience and ensure service level agreements are met.

Skills

1st/2nd line support

Customer-focused

Troubleshooting

Windows environments

Microsoft 365

Active Directory

ITIL processes

Tools

Ticketing systems

Active Directory

Microsoft 365

Job description

1st / 2nd Line Support Analyst (Application Support)

Office-Based

Full Time, Permanent

Are you a customer-focused IT Support professional with experience across 1st and 2nd Line Support and a passion for troubleshooting business applications?

We're seeking a proactive and enthusiastic 1st / 2nd Line Support Analyst to join a growing IT team, providing both technical and application support to users across the business. This is an excellent opportunity for someone who enjoys problem-solving, working with customers, and developing their technical skills within a supportive environment.

You'll act as a key point of contact for users, diagnosing and resolving IT and application-related issues while ensuring a high level of customer service. Working closely with internal teams and third-party suppliers, you'll support a range of business-critical systems and applications.

Key Responsibilities

• Provide 1st and 2nd line support for users via phone, email and ticketing systems.
• Diagnose and resolve hardware, software and application-related issues.
• Support business applications, investigating errors, performance issues and user queries.
• Log, prioritise and manage incidents and service requests through to resolution.
• Perform user administration, access management and system configuration tasks.
• Assist with software deployments, upgrades and system testing.
• Deliver an excellent customer experience and ensure service level agreements are met.

Skills

• Previous experience within a 1st or 2nd Line Support role.
• Experience supporting business applications, ERP, CRM, finance or industry-specific systems.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Windows environments, Microsoft 365 and Active Directory.
• Familiarity with ticket management systems and ITIL-based processes.
• Excellent communication and customer service skills.
• A proactive approach and willingness to learn new technologies.

Desirable Skills

• SQL experience or the ability to investigate database-related issues.
• Experience working with application vendors and third-party support teams.
• Exposure to Azure, Intune or cloud-based platforms.
• Knowledge of reporting tools or business intelligence systems