Applications Support Associate (1st line support)

Stonebridge Group - Mortgage & Insurance Network; Basildon; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

22 days annual leave + birthday off

Company pension with matched 1.5%

Performance-related bonus (non‑guarant

Gym subsidy

Volunteer days

Job summary

Stonebridge Mortgage Solutions is expanding its IT Services team and seeking an Applications Support Associate (1st line support). You will be the first contact for Appointed Representatives, providing support for business-critical software and platforms used by mortgage advisers and partner firms.

This role suits a graduate or apprentice, with training and mentoring to build technical troubleshooting, customer service and problem-solving skills.

Qualifications

• Interest in technology and delivering great customer experiences.
• Strong problem-solving skills with the ability to diagnose issues.
• Excellent communication to explain concepts to technical and non-technical users.
• Willingness to learn new systems, processes and tools.

Responsibilities

• Provide first-line support to Appointed Representatives via phone, webchat, email and tickets.
• Help users navigate applications and achieve maximum value from platforms.
• Investigate issues, identify root causes, and implement effective solutions.
• Escalate where appropriate and manage support requests to ensure quality service.
• Document investigations and resolutions; contribute to knowledge articles.

Skills

Customer service

Problem solving

Communication

Analytical thinking

Organisational skills

Teamwork

Education

Graduate

Tools

ManageEngine ServiceDesk Plus

Job description

Applications Support Associate (1st line support)

Applications Support Associate (1st line support)

At Stonebridge Mortgage Solutions, we’re expanding our IT Services function and are looking for an Application Support Associate (1st line support)who is passionate about delivering high‑quality support, building strong relationships, and helping users get the most from our platforms and systems.

About Us

Stonebridge Mortgage Solutions is one of the UK’s leading mortgage and protection networks, supporting over 1,400 advisers and more than 700 partner firms nationwide. We deliver exceptional service, secure technology, and operational support that empower our advisers and appointed representatives to thrive.

We believe great work deserves great rewards. Our successful candidate willenjoy:

• Great company culture built on openness, collaboration, and support
• Basesalary plus the opportunity to earn an additional annualperformance‑related bonus (non‑contractual)
• 22 days annual leave plus your birthday off, and up to 3 additional days for length of service
• Company pension with optional matched contributions up to 1.5%
• Hybrid working with flexibility to work from home
• Free breakfast, lunch, snacks, and drinks when working in the office
• 2 volunteering days and 1 team volunteering day each year
• 2 half‑days of paid ‘me time’ to support mental and physical wellbeing
• Employee engagement activities, recognition schemes, and retail discounts
• Salary sacrifice schemes (home tech, cycle to work, pension)
• Gym subsidy, company sick pay, and EAP support
• Option to buy up to 5 extra days’ holiday
• £500 employee referral scheme
• Death in service cover and critical illness insurance

About the Role

As our Application Support Associateyou'll be the first point of contact for our Appointed Representatives (Mortgage Brokers), providing support for the business‑critical software applications, digital platforms, and systems they use every day.

This is not a traditional IT Service Desk role focused on hardware, desktops, networking, or general IT support. Instead, you'll specialise in supporting users of our adviser platforms, investigating application issues, diagnosing system behaviour, and helping users get maximum value from our technology solutions.

This is an excellent opportunity for a graduate, apprentice, or someone looking to begin a career in software and application support. We are committed to developing talent internally and will provide training, coaching and mentoring to help you build your technical troubleshooting, application support, customer service and problem‑solving skills.

You’ll join a supportive team where you'll gain hands‑on experience with business‑critical applications, work closely with software specialists and business stakeholders, and develop expertise in systems that directly support mortgage advisers and partner firms.

Working in a fast‑paced, ITIL‑aligned environment, you'll help ensure our partners receive exceptional support while developing the skills required for a successful career in application support, business systems, product support or technology operations.

What You’ll Be Doing

As you develop in the role, you'll learn how to provide excellent support to our Appointed Representatives and become a trusted expert in our platforms and systems. With training, mentoring and support from the team, you'll:

• Provide support to users via phone, webchat, email and ticketing systems.
• Help users navigate our applications and get the most from the tools available to them.
• Investigate issues, identify root causes and work towards effective solutions.
• Troubleshoot application, access and system‑related queries, escalating when appropriate.
• Manage and prioritise support requests to ensure a high level of customer service.
• Build strong relationships with our Appointed Representatives and internal stakeholders.
• Learn about our systems, processes and technology landscape to become a subject matter expert.
• Work collaboratively with colleagues across Technology and the wider business to resolve more complex issues.
• Maintain accurate records of support requests, investigations and resolutions.
• Contribute ideas for improving our applications, support processes and user experience.
• Assist with testing new features, enhancements and system updates before release.
• Create and maintain knowledge articles, user guides and other helpful documentation.
• Develop an understanding of service management principles, incident management and continuous improvement.
• Support the team in analysing recurring issues and identifying opportunities to improve services for our users.

What We’re Looking For

We believe great support professionals are developed through curiosity, determination and a willingness to learn. Whether you're a recent graduate, completing an apprenticeship, or looking to start your career in technology, we'd love to hear from you.

• A genuine interest in technology, software applications and delivering great customer experiences.
• Strong problem‑solving skills with the ability to investigate issues, think critically and identify solutions.
• Excellent communication skills, with the confidence to explain concepts clearly to both technical and non‑technical users.
• A positive, proactive attitude and an eagerness to learn new systems, technologies and business processes.
• Strong organisational skills and the ability to manage and prioritise multiple tasks.
• High attention to detail and a commitment to delivering quality outcomes.
• Ability to work both independently and collaboratively within a team environment.
• A customer‑focused mindset with a desire to help others and build positive relationships.
• Good analytical thinking skills and the ability to approach challenges in a structured way.
• Able to fully satisfy the pre‑employment screening process, which comprises code of conduct, right to work, identity, 5 years referencing, AML, credit screen, financial sanctions and DBS checks.
• Experience in financial services or a regulated environment
• Familiarity with ManageEngine ServiceDesk Plus or similar tools
• Understanding of ITIL Foundation principles
• Experience supporting software platforms used by mortgage or financial adviser networks