Application Service Desk Support Analyst

JR United Kingdom; Glasgow; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an Application Service Desk Support Analyst to manage business application operations and enhance incident management processes. This role involves supporting users through calls and tickets, prioritizing incidents, and conducting trend analysis to improve service delivery. The ideal candidate will possess relevant IT certifications and demonstrate strong analytical and customer service skills. Join a forward-thinking team that values technology as a core component of its business strategy and contribute to a collaborative environment where your expertise will make a significant impact.

Qualifications

• Relevant certifications in IT support and service management.
• Experience in application support and service desk roles.

Responsibilities

• Manage daily operations of business applications and support incident management.
• Conduct trend analysis to reduce incidents and ensure optimal application use.

Skills

Customer Service

Analytical Skills

Problem-Solving

Communication Skills

Education

CompTIA A+

ITIL Foundation

Microsoft Office Specialist: Associate (Office 365)

Tools

ServiceNow

Job description

Application Service Desk Support Analyst

Location:

Glasgow, United Kingdom

Client:

Experis Scotland

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

Key Responsibilities:

1. Manage daily operations of business applications.
2. Handle calls and tickets from Outsourcers/users.
3. Support incident management for first-time resolution.
4. Prioritize incidents based on urgency.
5. Address incidents via phone, email, and MS Teams.
6. Own incidents from contact to resolution.
7. Conduct trend analysis to reduce incidents.
8. Contribute to IT's vision as the firm's Technology partner.
9. Perform operational activities including incident calls and capacity monitoring.
10. Validate and adjust incident classifications.
11. Support incident management framework and problem management processes.
12. Ensure optimal use of business applications.

Experience and Qualifications:

• Relevant certifications e.g., CompTIA A+, ITIL Foundation, Microsoft Office Specialist: Associate (Office 365).
• Experience with ITSM tool - ServiceNow.
• Background in application support, service desk, and/or maintenance teams.
• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Proficient in technical systems operation.
• Understanding of technology landscapes, including cloud infrastructures.