Senior Application Support Specialist - Flexible Work

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

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.