Senior Application Support Analyst

Sword Group; Glasgow; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Career development

Flexible working

Private health

Job summary

Sword is recruiting a Senior Application Support Analyst in the United Kingdom to provide responsive support for business applications, resolve incidents and requests, and contribute to documentation and service quality improvements.

The role emphasizes expert application knowledge, training for Service Desk colleagues, and collaboration with customer teams to restore service within agreed SLAs. Strong ITIL experience and MS technologies exposure are valued.

Qualifications

• Experience in application support or technical service support.
• Strong analytical and troubleshooting capability.
• Understanding of incident, request, problem and change processes.
• Strong stakeholder engagement and communication skills.
• Ability to manage priorities in a customer-facing delivery environment.
• Structured approach to documentation, governance, quality and continuous improvement.
• Collaborative working style with a focus on customer outcomes.
• ITIL Foundation or equivalent service management experience.
• Experience with Microsoft technologies, enterprise applications or customer-specific systems.
• Experience working in managed service or regulated customer environments.

Responsibilities

• Provide application support for incidents, service requests and escalations in line with agreed processes.
• Implement minor software modifications and minor/major projects following quality documented processes.
• Possess expert knowledge of specific applications and provide training for Service Desk colleagues.
• Investigate and resolve application issues while keeping customers informed of progress.
• Work with service desk colleagues, application specialists and customer teams to restore service.
• Support problem investigation, root cause analysis and workaround identification.
• Maintain application documentation and knowledge content to improve support efficiency.
• Support small changes, improvements and project activity where required.
• Help ensure incidents and requests are progressed within agreed service levels.
• Build positive working relationships with customers and internal support teams.

Skills

Application support

Analytical troubleshooting

ITIL foundations

Microsoft technologies

Managed service environments

Job description

At Sword, we help power, secure and transform the organisations that keep the UK running. Supporting customers across Critical National Infrastructure, energy, public sector and enterprise markets, we combine deep industry expertise with leading technology services spanning managed services, cyber security, cloud, data, AI and digital transformation.

Join Sword and you’ll be part of a team solving complex challenges, delivering real-world impact.

As a Senior Application Support Analyst, you will provide responsive support for business applications, resolving incidents and requests while improving documentation, service quality and customer confidence.

Here’s what the role looks like:

• Provide application support for incidents, service requests and escalations in line with agreed processes.
• Implement minor software modifications and minor\\major projects following quality documented processes to resolve underlying issues and provide improvements
• Possess expert knowledge of specific applications and provide training for Service Desk colleagues in these applications to facilitate knowledge sharing and to be confident when dealing with the customer and other 3rd parties.
• Investigate and resolve application issues while keeping customers informed of progress.
• Work with service desk colleagues, application specialists and customer teams to restore service.
• Support problem investigation, root cause analysis and workaround identification.
• Maintain application documentation and knowledge content to improve support efficiency.
• Support small changes, improvements and project activity where required.
• Help ensure incidents and requests are progressed within agreed service levels.
• Build positive working relationships with customers and internal support teams.

Here are the key skills and experience relevant to this role:

• Experience in application support or technical service support.
• Strong analytical and troubleshooting capability.
• Understanding of incident, request, problem and change processes.
• Strong stakeholder engagement and communication skills.
• Ability to manage priorities in a customer-facing delivery environment.
• A structured approach to documentation, governance, quality and continuous improvement.
• Collaborative working style with a focus on customer outcomes.
• ITIL Foundation or equivalent service management experience.
• Experience with Microsoft technologies, enterprise applications or customer‑specific systems.
• Experience working in managed service or regulated customer environments.

At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here’s what you can expect as part of our benefits package:

• Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
• Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can.
• A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well‑being, and insurance schemes.

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.