Application Support Analyst

Commercial Services Group; East Malling; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Birthday off

Life insurance

Pension

Discounts

Wellbeing programme

Hybrid work

CSG Academy

Volunteer days

Job summary

Cantium Business Solutions, part of Commercial Services Group, is seeking an Application Support Analyst to support critical business systems across Kent County Council's services. The role offers hybrid working and a strong emphasis on customer service excellence.

You will resolve incidents, manage user access, and collaborate with vendors to ensure reliable, secure applications and a high-quality support experience for end users.

Qualifications

• Proven experience in a customer service or IT support environment.
• Strong IT skills including MS Office (Outlook, Word, Excel, Teams).
• Ability to investigate problems, identify solutions and manage priorities.
• Excellent communication and relationship-building skills.
• Strong organisational skills and attention to detail.
• Ability to learn new applications and processes quickly.
• Proactive and solutions-focused approach.
• Level 2 qualification or equivalent (Maths and English).
• Experience with LCS, Mosaic, Confirm or Spydus is beneficial.

Responsibilities

• Manage support requests and incidents to resolve issues promptly and within SLAs.
• Monitor team mailbox and prioritise queries for an effective support service.
• Investigate application issues and implement appropriate solutions, escalating when needed.
• Collaborate with third-party suppliers, colleagues and users to maintain service quality.
• Manage user accounts and access permissions for secure systems.
• Record incidents, requests and resolutions in our support systems.
• Support application testing activities and contribute to system improvements.
• Contribute to knowledge articles and procedures to improve service delivery.
• Ensure GDPR, information governance and security compliance.

Job description

Location: Kings Hill / Hybrid

Salary/package: £25,948.96 per annum

Contract type: Permanent

Hours: Full time, 37 hours per week

As an Application Support Analyst, you will play a key role within Cantium, supporting the business-critical systems that help Kent County Council deliver essential services across Adult Social Care, Children's Services, Highways, Libraries and other key areas. You'll work closely with users, colleagues and software suppliers to keep applications running effectively and ensure customers receive a high-quality support experience.

This role would suit someone with strong IT and customer service skills, whether you're already working in application support, a service desk environment, or looking to build on your existing technical experience.

Who we are

Cantium Business Solutions, part of Commercial Services Group delivers high-quality back-office and IT services to the public sector. We are a dynamic and agile business driven by four key principles: Fast, Connected, Insight-Driven and Customer-Led. As part of CSG, the UK’s largest local authority-owned trading organisation. Cantium combines commercial innovation with a commitment to reinvesting profits into local communities.

Why this role matters

As an Application Support Analyst, you will play a key role in ensuring critical applications remain available, secure and effective for the teams that rely on them every day. Your work will help support vital public services and provide users with a responsive and reliable support experience.

This is a role where problem solving, customer focus and collaboration are essential, with responsibility for resolving issues, maintaining user access, supporting testing activities and contributing to continuous service improvement

What you’ll be doing

• Managing support requests and incidents to ensure issues are resolved efficiently and within agreed service levels.

• Monitoring the team mailbox and prioritising incoming queries to deliver an effective support service.

• Investigating application issues and identifying appropriate solutions, escalating where required.

• Working closely with third-party suppliers, colleagues and business users to resolve complex issues and maintain service quality.

• Managing user accounts and access permissions to support secure access to business systems.

• Keeping accurate records of incidents, requests and resolutions using support systems and processes.

• Supporting application testing activities and assisting with system improvements and upgrades.

• Contributing to support documentation, knowledge articles and operational procedures to improve service delivery.

• Ensuring compliance with GDPR, information governance requirements and security procedures.

What we’re looking for

• Proven experience in a customer service, IT support or helpdesk environment.

• Strong IT skills, including experience using Microsoft Office applications such as Outlook, Word, Excel and Teams.

• The ability to investigate problems, identify solutions and manage competing priorities effectively.

• Excellent communication and relationship-building skills.

• Strong organisational skills and attention to detail.

• The ability to learn new applications, technologies and processes quickly.

• A proactive and solutions-focused approach.

• Level 2 qualification or equivalent, including Maths and English.

• Experience of supporting applications such as LCS, Mosaic, Confirm or Spydus would be beneficial but is not essential.

What you’ll get in return

• Salary of £25,948.96 per annum

• 25 days annual leave, increasing with length of service

• Birthday Day Off

• One Concessionary Day off during the Christmas Period

• Life assurance cover (4x salary)

• Pension scheme with 4% employer contribution

• Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme

• Volunteer days and access to a comprehensive wellbeing programme

• Tailored development support with real opportunities to progress

• Access to Learning & Development opportunities via our CSG Academy

• Hybrid working

Why CSG?

CSG is the UK’s largest local authority-owned trading company (LATCO), generating over £700 million in revenue per annum and supporting more than 16,000 education and public sector customers globally.

We are growing through a combination of organic development, acquisitions and strategic partnerships. Our 35+ businesses deliver services across education, IT, HR, legal, energy, procurement and more, all focused on delivering meaningful impact.

As a locally owned organisation, we take pride in reinvesting a significant proportion of our profits into frontline services, helping strengthen the communities we serve.

Inclusion & Accessibility

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.

As a member of Inclusive Employers with Silver Accreditation, we are actively building an environment that supports inclusion, flexibility and belonging for all colleagues.

We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.