Application Support Analyst

Intec Select; Greater London; Hybrid; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Hybrid work model

London-based role

20% discretionary bonus

Job summary

Intec Select in London is seeking an Application Support Analyst to join the IT team. You will provide 1st and 2nd line support for key business applications, manage incidents, and drive service improvements in a hybrid London-based role.

The ideal candidate has strong application support experience, ITIL knowledge, and familiarity with ITSM platforms such as ServiceNow. You will collaborate with internal teams and external providers to ensure reliable digital services across the organisation.

Qualifications

• Experience in application support or service desk roles.
• Strong troubleshooting and analytical skills.
• Experience documenting support procedures and knowledge articles.
• Familiarity with ITIL v3/v4 or equivalent service management.

Responsibilities

• Provide 1st and 2nd line support across key business applications.
• Investigate, diagnose and resolve user issues within SLAs.
• Act as 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 service delivery.
• Drive process improvements and contribute to digital transformation initiatives.

Skills

Application Support

ITIL

Incident Management

Stakeholder Management

ServiceNow

Tools

ServiceNow

Job description

Application Support Analyst | Up to £55,000 + 20% Discretionary Bonus | London (Hybrid)

I'm currently partnering with a leading global organisation who are looking to hire an Application Support Analyst to join their growing IT team in London.

This is an excellent opportunity for a customer-focused support professional with strong application support experience to play a key role in supporting and improving business-critical digital systems used across the organisation.

You will be responsible for providing 1st and 2nd line application support, managing incidents and service requests, driving continuous improvement initiatives, and working closely with both internal stakeholders and external service providers.

Key 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

What We're Looking For

• 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

What's on Offer?

• Up to £55,000 salary
• 20% discretionary bonus
• London-based role
• Exposure to business-critical global systems
• Opportunity to influence service improvements and digital transformation initiatives
• Collaborative and supportive team environment

Application Support Analyst | Up to £55,000 + 20% Discretionary Bonus | London (Hybrid)