Application Support Analyst

JR United Kingdom; City of Edinburgh; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK is seeking a proactive Application Support Analyst to join their support team. The role involves providing first-line technical support for application issues and ensuring a high-quality support experience. Candidates should be detail-oriented and possess strong analytical skills along with a basic understanding of SQL.

Qualifications

• Experience in software application support or IT support.
• Basic SQL understanding with ability to execute queries.
• Effective communication for technical and non-technical users.

Responsibilities

• Monitor and triage support tickets and calls.
• Resolve first-line support issues and escalate when necessary.
• Maintain documentation on support activities.

Skills

Analytical skills

Problem-solving skills

Communication

Self-motivation

Education

Diploma or Degree in Information Technology

Computer Science

Tools

IT ticketing systems

Job description

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We are looking for a proactive and detail-oriented Application Support Analyst to join our support team. In this role, you'll provide first-line technical support to end-users, assisting with application issues, data queries, and access/configuration requests. Your ability to troubleshoot, communicate effectively, and maintain accurate support records will be key to ensuring a high-quality support experience.

Key Responsibilities:

• Monitor and triage incoming support tickets and phone calls.
• Respond to and resolve first-line support issues and service requests, escalating more complex problems as needed.
• Execute basic SQL queries to support data retrieval and issue resolution.
• Review and action system alerts and exception reports to ensure service reliability.
• Maintain accurate, clear documentation of support activity and troubleshooting steps in ticketing systems.

Skills & Experience Required:

• Previous experience in a software application support, IT support, or data analysis role.
• Basic understanding of SQL and relational databases, with the ability to run and interpret queries.
• Strong analytical and problem-solving skills with high attention to detail.
• Clear and effective communicator, capable of translating technical details for non-technical users.
• Self-motivated with the ability to prioritise tasks and work independently in a remote or hybrid environment.

Preferred Qualifications:

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Familiarity with IT ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Exposure to XML and APIs is a plus.
• Understanding of basic application monitoring and troubleshooting techniques.