Application Support Analyst — ITSM & User Training

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

Job summary

Clarksons in London is seeking an Application Support Analyst to join our IT team. You will provide first- and second-line support for our digital key applications and systems, ensuring high-quality service delivery to users.

The role involves onboarding and training users, maintaining the internal knowledge base, and collaborating with cross-functional teams and external providers to resolve incidents within SLAs. A strong user-service ethos is required.

Qualifications

• Strong user-service ethos and problem-solving mindset.
• Experience with ITSM tools (ServiceNow) and incident management.
• Ability to document triage procedures and create knowledge base articles.

Responsibilities

• Provide first- and second-line support for digital applications and systems.
• Onboard and train users; maintain internal knowledge base.
• Manage user cases and incidents within agreed SLAs.
• Collaborate with cross-functional teams and external providers to resolve issues.

Skills

User-facing communication

Problem solving

Analytical skills

Stakeholder engagement

ITSM tools

Documentation

Tools

ServiceNow

Job description

Clarksons in London is seeking an Application Support Analyst to join our IT team. You will provide first- and second-line support for our digital key applications and systems, ensuring high-quality service delivery to users.

The role involves onboarding and training users, maintaining the internal knowledge base, and collaborating with cross-functional teams and external providers to resolve incidents within SLAs. A strong user-service ethos is required.