Application Support Analyst

Away-Resorts; Hemel Hempstead; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Holidays discount

25 days annual leave

Life Insurance

Park-based benefits

Job summary

Away Resorts is seeking an Application Support Analyst in Hemel Hempstead to deliver first and second-line support for key business applications used by park teams and Central Support. You’ll log, triage, and resolve incidents, communicate status, and escalate complex issues to leads or external partners.

You’ll test system changes, maintain clear documentation, and provide end-user training to help colleagues use applications confidently. A collaborative, customer-focused mindset is essential.

Qualifications

• 1–2 years’ experience in IT support or application support.
• Experience using an IT service management or helpdesk system.
• Experience supporting multiple teams or departments.
• Strong customer service and communication skills.
• Proactive, solution-focused and collaborative approach.
• ITIL Foundation or willingness to pursue it.
• Experience with cloud apps (Microsoft 365) would be advantageous.

Responsibilities

• Provide first and second-line support for business applications, logging incidents and service requests within SLAs.
• Log, triage and prioritise support requests, keeping users informed from first contact through to resolution.
• Diagnose and troubleshoot application issues with a methodical approach.
• Escalate complex incidents to Application Support Lead or vendors with clear information.
• Maintain records of incidents, resolutions, and known errors in the ITSM platform.
• Support configuration, testing and implementation of changes, upgrades and deployments.
• Create and maintain user guides, FAQs and knowledge base articles.
• Provide end-user training and practical guidance for non-technical audiences.
• Collaborate with park teams, Central Support, internal tech teams and external partners.

Skills

IT support

Customer service

Communication

Problem solving

Microsoft 365

Documentation

Education

IT qualification or degree

Tools

Ticketing system

Job description

Location: Hemel Hempstead, Hertfordshire

Location: Hemel Hempstead (Central Support)

What we need in a nutshell:

We’re looking for an Application Support Analyst to provide first and second-line support for the business applications our park teams and Central Support colleagues rely on every day.

You’ll be one of the first points of contact when something isn’t working as it should- logging, triaging and resolving incidents and service requests, keeping users informed and escalating more complex issues to the Application Support Lead or our third-party partners when needed.

Alongside day-to-day support, you’ll help test system changes and upgrades, maintain clear support documentation and knowledge articles, and give colleagues the guidance and training they need to use our applications confidently.

This is a role for someone who enjoys solving problems, communicates technical information in a clear and friendly way and takes pride in delivering a brilliant internal customer experience.

Who are we?

We’re an ambitious bunch and have huge aspirations. We’ve spent the last 17 years shaking up the Great British Holiday and have no intention of stopping yet!

With 27 locations across the UK, we are passionate about providing excellent experiences to our guests and colleagues. Whether that be on the Cornish coastline or up in Scotland, there’s something for everyone.

• Provide first and second-line support for business applications, resolving incidents and service requests within agreed service levels.
• Log, triage and prioritise support requests, keeping users informed from first contact through to resolution.
• Diagnose and troubleshoot application issues, using a methodical approach to identify root causes and practical solutions.
• Escalate complex incidents to the Application Support Lead or third-party vendors, providing clear information to support a timely resolution.
• Maintain accurate records of incidents, resolutions, workarounds and known errors within the IT service management platform.
• Support the configuration, testing and implementation of application changes, upgrades and new deployments.
• Help identify recurring issues and opportunities to improve system reliability, support processes and the user experience.
• Create and maintain clear user guides, FAQs and knowledge base articles so colleagues can find the help they need quickly.
• Provide practical guidance and end-user training, adapting technical information for non-technical audiences.
• Work collaboratively with park teams, Central Support colleagues, internal technology teams and external partners.
• Handle guest and colleague data sensitively, following data protection requirements and promoting secure electronic data handling.
• Take part in an on-call or out-of-hours support rota where required.
• Create a working atmosphere that Embraces Everyone.

Skills, experience and qualities you’ll need:

• At least one to two years’ experience in an IT support, application support or similar technical support role.
• Experience using an IT service management or helpdesk ticketing system to manage incidents and service requests.
• Experience supporting business users across multiple teams or departments.
• Strong customer service and communication skills, with the ability to explain technical issues clearly to non-technical colleagues.
• Good analytical and problem-solving skills, with a calm and methodical approach to troubleshooting.
• Confidence using Microsoft 365 tools and a willingness to learn new systems and technologies.
• The ability to follow processes, document work accurately and maintain a strong attention to detail.
• Strong organisation and prioritisation skills, with the ability to manage a varied workload in a fast-moving environment.
• A proactive, solution-focused and collaborative approach, with a genuine commitment to helping others.
• ITIL Foundation certification, or a willingness to work towards it.
• Experience with cloud-hosted applications, Microsoft 365, property management, ERP or hospitality platforms would be advantageous.
• A relevant IT qualification, degree or application-specific certification would also be advantageous.
• Flexibility to support operational needs at other Away Resorts locations when required.

What we can offer you:

• A chance to use and stretch your skills and build your career in one of the fastest growing and most exciting holiday companies in the UK
• Great discounts on holidays and on-park purchases with us for you, friends and family
• 25 Days Annual Leave + Bank Holidays
• Enhanced family benefits
• Life Insurance
• Passion for Parks – take your family and work from a park for one week a year

Holiday Heroes come with all sorts of different super-powers, and we welcome them all!

We embrace diversity, inclusion and equal opportunities.

From our investors to our teams, we love that everyone comes from different backgrounds, allowing us to grow and inspire each one.

We’ll never accept any form of discrimination and we’ll forever strive not just for our product to be unique, but our people too.

After all, wouldn’t it be boring if we were all the same?

In short, we want you to bring your whole self to work.