Application Support Analyst: 1st/2nd Line, Cloud & BI

IT Talent Solutions; Guildford; On-site; GBP 28,000 - 35,000; Full time

Job summary

IT Talent Solutions is seeking a proactive 1st/2nd Line Support Analyst (Application Support) in the Guildford area. You will be the main point of contact for users, diagnosing and resolving IT and application issues affecting business-critical systems.

Join a busy office-based team to support ERP/CRM/finance platforms, collaborate with vendors, and ensure SLAs are met through effective incident management and user administration.

Qualifications

• Previous experience in a 1st/2nd Line Support role.
• Experience supporting business applications, ERP, CRM, finance or industry-specific systems.
• Knowledge of Windows environments, Microsoft 365 and Active Directory.
• Familiarity with ticket management systems and ITIL-based processes.
• Excellent communication and customer service skills.
• A proactive approach and willingness to learn new technologies.
• SQL experience or the ability to investigate database-related issues.
• Experience working with application vendors and third-party support teams.
• Exposure to Azure, Intune or cloud-based platforms.
• Knowledge of reporting tools or business intelligence systems.

Responsibilities

• Provide 1st and 2nd line support for users via phone, email and ticketing systems.
• Diagnose and resolve hardware, software and application-related issues.
• Support business applications, investigating errors, performance issues and user queries.
• Log, prioritise and manage incidents and service requests through to resolution.
• Perform user administration, access management and system configuration tasks.
• Assist with software deployments, upgrades and system testing.
• Deliver an excellent customer experience and ensure service level agreements are met.

Skills

1st/2nd Line Support

Windows environments

Microsoft 365

Active Directory

ITIL

Azure

SQL

Customer service

Troubleshooting

Vendor support

Ticketing systems

Reporting tools

BI systems

Tools

Intune

CRM

ERP

BI tools

SQL tooling

Job description

IT Talent Solutions is seeking a proactive 1st/2nd Line Support Analyst (Application Support) in the Guildford area. You will be the main point of contact for users, diagnosing and resolving IT and application issues affecting business-critical systems.

Join a busy office-based team to support ERP/CRM/finance platforms, collaborate with vendors, and ensure SLAs are met through effective incident management and user administration.