Hybrid App Support Analyst — Customer-Focused Impact

Flight Centre Travel Group; Greater London; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

23 days annual leave

Contributory pension

Cycle to work

Subsidised private healthcare

Travel insurance

Learning & development

Paid volunteering leave

Job summary

Scott Dunn is seeking anApplication Support Analyst to be the first point of contact for helpdesk requests across its applications. The role owns triage, first- and second-line resolution, and escalation with the development team, ensuring delivery timelines are protected and stakeholders remain informed.

Ideal candidates have strong SQL/.NET experience, excellent communication, and the ability to manage SLAs while collaborating with Operations, Finance, Sales and Development to drive efficient

Qualifications

• Experience in application or technical support within a software-driven business.
• Working knowledge of SQL and the .NET Framework to investigate issues.
• Confidence writing and running SQL queries to investigate and correct data.
• Strong analytical and problem-solving skills with structured triage and root-cause analysis.
• Excellent written and verbal communication; translate between technical and non-technical audiences.
• Proven ability to manage a varied ticket queue against SLAs.
• Collaborative; build relationships across Operations, Finance, Sales and Development.

Responsibilities

• Triage and prioritise all incoming tickets, ensuring appropriate SLA response times.
• Resolve first- and second-line application issues independently, including data corrections, configuration fixes and user guidance.
• Identify and escalation genuine code defects to the development team with full context and clear reproduction steps.
• Maintain a known issues log and develop self-service guidance for common, recurring requests.
• Monitor ticket trends and produce regular reporting to the Applications Developer Team Lead.
• Work alongside the Technology Team to identify patterns between support tickets and regression issues.
• Act as the liaison between the business (users across Scott Dunn, Operations and Finance) and the Technology team.

Skills

SQL

.NET Framework

VB.NET

Data analysis

Communication

Ticket management

Problem solving

Tools

SQL queries

Job description

Scott Dunn is seeking anApplication Support Analyst to be the first point of contact for helpdesk requests across its applications. The role owns triage, first- and second-line resolution, and escalation with the development team, ensuring delivery timelines are protected and stakeholders remain informed.

Ideal candidates have strong SQL/.NET experience, excellent communication, and the ability to manage SLAs while collaborating with Operations, Finance, Sales and Development to drive efficient