Application Support Analyst

Intec Select Ltd; Bishopsgate; On-site; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Hybrid working arrangement

20% discretionary bonus

Job summary

Intec Select Ltd. is seeking an Application Support Analyst to provide 1st and 2nd line support for key business applications within a hybrid London-based IT team. You will investigate issues, adhere to SLAs, and escalate when needed, contributing to seamless service delivery across global systems.

The role offers hybrid working in London, exposure to ServiceNow and ITIL processes, and a salary up to £55,000 with a 20% discretionary bonus in a collaborative environment.

Qualifications

• Experience in an Application Support Analyst, Service Desk Analyst, IT Support Analyst, or similar role.
• Strong user-facing and stakeholder management skills.
• Experience with ITSM platforms such as ServiceNow.
• Knowledge of Incident, Problem, and Change Management processes.
• Excellent troubleshooting and analytical skills.
• Experience documenting support procedures and knowledge articles.
• ITIL v3, v4, or equivalent service management experience.

Responsibilities

• Provide 1st and 2nd line support across key business applications.
• Investigate, diagnose, and resolve user issues within agreed SLAs.
• Act as an escalation point between support teams and technical specialists.
• Support incident, problem, and change management processes.
• Deliver user onboarding and training sessions.
• Create and maintain knowledge base articles, FAQs, and support documentation.
• Monitor ticket trends and user feedback to identify service improvements.
• Support major incidents, system outages, and disaster recovery testing.
• Collaborate with internal teams and third-party providers to ensure excellent service delivery.
• Drive process improvements and contribute to the modernisation of digital services.

Skills

User-facing skills

Stakeholder management

Troubleshooting

Analytical skills

Documentation

Tools

ServiceNow

ITSM

ITIL

Job description

Salary: £50,000 - 55,000 per year

Requirements

• Previous experience in an Application Support Analyst, Service Desk Analyst, IT Support Analyst, or similar role
• Strong user-facing and stakeholder management skills
• Experience working with ITSM platforms such as ServiceNow or similar
• Knowledge of Incident, Problem, and Change Management processes
• Excellent troubleshooting and analytical skills
• Experience documenting support procedures and knowledge articles
• ITIL v3, v4, or equivalent service management experience

Responsibilities

• Provide 1st and 2nd line support across key business applications
• Investigate, diagnose, and resolve user issues within agreed SLAs
• Act as an escalation point between support teams and technical specialists
• Support incident, problem, and change management processes
• Deliver user onboarding and training sessions
• Create and maintain knowledge base articles, FAQs, and support documentation
• Monitor ticket trends and user feedback to identify service improvements
• Support major incidents, system outages, and disaster recovery testing
• Collaborate with internal teams and third-party providers to ensure excellent service delivery
• Drive process improvements and contribute to the modernisation of digital services

Technologies

• Support
• ITIL
• ITSM
• ServiceNow

More

We are a leading global organisation with a growing IT team in London, offering a hybrid working arrangement. This role provides an opportunity to support and improve business-critical digital systems used across the organisation, with exposure to global systems, service improvement initiatives, and digital transformation projects. We offer a salary of up to £55,000, a 20% discretionary bonus, and a collaborative, supportive team environment.