Hybrid 1st-Line Application Support Specialist

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

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.