Application Support Analyst - 1st Line Support

Watermark Technologies Limited; Saltaire; On-site; GBP 24,000 - 26,000; Full time

Job summary

A technology company in Saltaire is seeking an Application Support Analyst for 1st Line Support. This role involves acting as the first point of contact for clients, resolving incidents, and facilitating a quality support experience. Ideal candidates will possess strong communication skills and a foundational understanding of IT support concepts. The position offers competitive salary, full training, and clear progression pathways.

Benefits

Competitive salary

Full training and ongoing development

Clear career progression opportunities

Regular staff social events

Qualifications

• Understanding of basic IT support concepts from prior experience or training.
• 2+ years of customer or technical support experience is desirable.
• Previous experience in 1st line support is a plus.

Responsibilities

• Act as the first line of service for customers, logging and managing tickets.
• Resolve 1st line incidents and queries professionally.
• Serve as a liaison between clients and internal teams for escalated issues.

Skills

Excellent written communication skills

Excellent verbal communication skills

Strong customer service mindset

MS SQL Server (T-SQL) skills

Education

Completion of relevant IT course

Job description

Job Title: Application Support Analyst - 1st Line Support

Location: Shipley, West Yorkshire

Salary: £24,000 - £26,000 per annum

Job type: Full time - Permanent

Job overview

We are seeking a proactive and customer-focused Application Support Analyst to join our 1st Line Support team. You'll be the first point of contact for our clients, resolving incidents, answering queries, and ensuring a high-quality support experience. This role offers excellent training, exposure to a wide range of technologies, and opportunities to progress into 2nd line support.

Responsibilities

Act as the first line of service for customers, logging and managing tickets from phone calls, emails, and live chat.

Resolve 1st line incidents and queries, ensuring timely, accurate, and professional responses.

Serve as a liaison between clients and internal development teams for escalated product issues, enhancements, and bug fixes.

Log, track, and follow up on incidents through to completion.

Collaborate with the Account Management Team and other departments to improve processes and client communication.

Test software prior to end-user deployment.

Create and maintain knowledge base and training materials.

About you

Efficient - Deliver high-quality work with minimal wasted effort.

Proactive - Take initiative, solve problems independently, and bring new ideas.

Adaptable - Manage interruptions, changing priorities, and multiple tasks professionally.

Organised - Plan, schedule, and focus on priorities.

Analytical - Draw clear insights from data and information.

Persistent - Stay committed until resolution is achieved.

Team-Oriented - Collaborate effectively with colleagues.

Professional - Represent the business knowledgeably at all times.

Essential Requirements

Understanding of basic IT support concepts, gained through prior work experience, formal training, or completion of a relevant IT course.

Excellent written and verbal communication skills.

Strong customer service mindset and the ability to explain technical concepts clearly.

Desirable Skills

2+ years of experience in customer or technical support within a complex environment.

Previous 1st line support and remote troubleshooting experience.

MS SQL Server (T-SQL) skills, including

• Writing and executing SELECT statements
• Making database alterations
• Profiling to identify and resolve issues
• Manipulating client data using T-SQL

Additional Opportunities

Progression pathways into 2nd line support.

Support and administer hosted production environments.

Perform software installations of Watermark software.

Gain experience with data imports and conversions.

Assist with internal server maintenance and upkeep.

Benefits

Work with a strong global brand in a growing company.

Competitive salary.

Full training and ongoing professional development.

Clear career progression opportunities.

Regular staff social events.

How to apply

If you feel you could be an asset to our team then please click the APPLY button to send your CV and cover letter.

Candidates with experience of: Helpdesk Engineer, Service Desk Technician, Infrastructure Engineer, 2nd Line Support Engineer, ICT Systems Engineer, IT Technician, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support may also be considered for this role