Application Support Analyst

CLARKSON PLC; Greater London; On-site; GBP 35,000 - 52,000; Full time

Job summary

Clarkson PLC in London is seeking an Application Support Analyst to deliver first- and second-line support for Digital key applications and systems, ensuring high-quality service for internal users. This role sits in our London IT team and focuses on rapid issue resolution and user satisfaction.

You will work with ITSM processes, maintain docs, and contribute to modernization of digital services across Clarkson's brokerage.

Qualifications

• Exceptional user-facing communication with strong listening and clarity.
• Excellent problem-solving and analytical skills with attention to detail.
• Hands-on ITSM experience, including incident, problem and change management.
• Service support/analyst background with customer-focused mindset.
• Ability to document triage procedures and best practices to improve support.

Responsibilities

• Provide first- and second-line support for users contacting the Support Desk.
• Provide remote and on-site support for users and systems.
• Create internal knowledge base with guides, FAQs, resolutions and best practices.
• Manage and track user cases and incidents within agreed SLAs.
• Act as bridge between frontline support and technical teams, escalating when needed.
• Participate in problem management and major incident management as required.
• Conduct audits and contribute to continuous improvement initiatives.

Skills

User-focused communication

Problem solving

Incident management

Change management

Troubleshooting

ITSM knowledge

Tools

ServiceNow

Job description

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We’relooking for a proactive and technically skilled Application Support Analyst to join our IT teambased in our London office. In this vital role, you will providefirst- and second-linesupport for theClarksons’ Digitalkey applications and systems, ensuring high-quality service delivery to our users.

If you’re a motivated IT professional with a strong User-service ethos and a passion for solving problems, we’d love to hear from you. This is an excellent opportunity to contribute to the development, maintenance, and enhancement of business-critical systems that support our internal stakeholders. This is a varied and rewarding position that offers the chance to play a crucial role in modernising and supporting digital services across the Clarksons’ brokerage.

Key Responsibilities

Product Success and Training

• Provide clear, professional, and empathetic support for Userscontacting the SupportDesk.
• Regularlymonitorand reviewUserfeedback and ticket trends to improveUserexperience.
• Support process improvements to improveuserexperience.
• Conduct user onboardingandtraining
• Create the internal knowledge base by documenting user guides, FAQs, resolutions, best practices, and troubleshooting guides.
• Providefirst and secondlevel support, handling queriesraised by users
• Provide remote and on-site support for users and systems
• Investigate, categorise, and diagnoseuserissues, ensuring efficient andaccurateresolution.
• Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary.
• Manage and trackUsercases and incidents, ensuring they are resolved efficiently within agreed SLAs.
• Maintain detailed records of investigations and resolutions for reporting and analysis.
• Participation in problem management & major incident management, asrequired.
• Conduct audits on accounts/AD groups, including cleaning up leavers and users withrevoked access.
• Support system outages by raising issues, performing high-level analysis, and keepingstakeholders informed.
• Offer testing for initiatives such as black building and DR scenarios.
• Implement a status page solution for incident updates.

Collaboration & Stakeholder Engagement

• Work closely with cross-functional teams to ensure effective resolution of cases and incidents.
• Liaise with external managed service providers to support issue resolution and continuous improvement.
• Provide clear and concise communication tousersregardingissue status and expected resolutions.
• Conduct regular training sessions for the support team to keep them updated on new features and best practices.

Process Improvement

• Identifyopportunities to improve workflows, efficiency andUserexperience in handling issues and queries.
• Standardise communication on release/maintenance across products.
• Ensure adherence to industry regulations and internal IT governance policies and processes when managing cases and incidents.
• Generate reports and insights on recurring issues, trends, and areas for improvement.
• Continuouslyidentifyand analyse potential issues and emerging trends mitigating risks proactively.
• Maintainthe internal knowledge base by documentingFAQs, user guides,resolutions, best practices, and troubleshooting guides.
• Creation of common practices and participation in knowledge-sharing forums and communities acrossClarksons

Skills & Experience

• ExceptionalUserfacing skills with effective listening and communication (written and verbal) skills with the ability to engage effectively with technical and non-technical stakeholders.
• Excellent problem-solving and analytical skills, with attention to detail.
• Hands-on experience with ITSM tools such as ServiceNow or equivalent platforms.
• IT Service Management experience across incident management, problem management and change management.
• Service support/analyst background.
• Ability to document triage procedures and best practices to enhance support efficiency.