Digital Applications Support Analyst ITSM & User Enablement

CLARKSON PLC; Greater London; On-site; GBP 38,000 - 50,000; Full time

Job summary

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

As a motivated IT professional, you will maintain and improve business-critical systems, contribute to onboarding and training, and collaborate with cross-functional teams to resolve issues and enhance the user experience.

Qualifications

• Provide first- and second-line support for digital key applications and systems.
• Demonstrate a strong user-service ethos and problem-solving mindset.
• Maintain, update, and improve internal knowledge bases and runbooks.
• Assist with onboarding and training of users and colleagues.

Responsibilities

• Provide clear, professional support for users contacting the SupportDesk.
• Investigate, categorize, and diagnose issues to ensure timely resolution.
• Act as a bridge between first-line support and technical teams and escalate when needed.
• Support remote and on-site users and systems with high-quality service.
• Maintain detailed records of investigations and resolutions for reporting.

Skills

ITSM tools (ServiceNow)

User-focused communication

Incident & problem management

Technical troubleshooting

Tools

ServiceNow

Remote support tools

Job description

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

As a motivated IT professional, you will maintain and improve business-critical systems, contribute to onboarding and training, and collaborate with cross-functional teams to resolve issues and enhance the user experience.