Application Support Analyst | 1st & 2nd Line IT Help

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

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.