Application Support Specialist — 1st/2nd Line

Away Resorts; Hemel Hempstead; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Great discounts on holidays

25 Days Annual Leave + Bank Holidays

Enhanced family benefits

Life Insurance

Job summary

Away Resorts in Hemel Hempstead is hiring an Application Support Analyst to provide first and second‑line support for business applications. You’ll log, triage and resolve incidents, document solutions and assist with upgrades while training colleagues to use systems confidently.

You’ll work with park teams and Central Support, delivering clear guidance and maintaining strong customer service in a fast-paced hospitality environment. ITIL basics and Microsoft 365 experience are valued.

Qualifications

• 1–2 years' IT support or application support experience.
• Experience using an ITSM or helpdesk ticketing system.
• Experience supporting business users across multiple teams.
• Strong customer service and clear communication with non-technical users.
• Good analytical and problem-solving skills with methodical troubleshooting.
• Confidence with Microsoft 365 tools and willingness to learn new systems.
• Ability to follow processes, document work, and maintain accuracy.
• Organised, prioritised and collaborative working style.
• ITIL Foundation certification or willingness to pursue it.

Responsibilities

• Provide first and second-line support for business applications and incidents.
• Log, triage and prioritise requests, keeping users informed throughout.
• Diagnose issues and work with vendors for timely resolutions.
• Maintain incident records and knowledge base articles.
• Test system changes and deployments; assist with upgrades.
• Deliver end-user training and create user guides.
• Collaborate with park teams, Central Support and external partners.
• Handle data securely and participate in on-call shifts when required.

Skills

IT support

Helpdesk

Microsoft 365

Customer service

Troubleshooting

Incident management

Documentation

Education

IT qualification / degree

Tools

ITSM ticketing system

Job description

Away Resorts in Hemel Hempstead is hiring an Application Support Analyst to provide first and second‑line support for business applications. You’ll log, triage and resolve incidents, document solutions and assist with upgrades while training colleagues to use systems confidently.

You’ll work with park teams and Central Support, delivering clear guidance and maintaining strong customer service in a fast-paced hospitality environment. ITIL basics and Microsoft 365 experience are valued.