Support Analyst

MAG; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

CAVU is seeking a Support Analyst to join their Applications Support team in Manchester. This vital role focuses on ensuring seamless operation of their product portfolio, delivering exceptional customer service, and improving support processes. The position offers opportunities to expand skills in a dynamic environment during a period of transformation, making a real impact in the travel tech industry.

Benefits

25 Days Holiday, plus options to buy more

10% Company Pension

Annual Bonus Scheme

2 Weeks Work From Anywhere

MediCash Programme

On-Site Gym

Flexible Benefits & Discounts

Qualifications

• Experience in a 1st or 2nd line support role in applications or software.
• Familiar with ITIL processes or similar frameworks.
• Ability to manage incident handovers effectively.

Responsibilities

• Ensure seamless operation of product portfolio while delivering customer service.
• Troubleshoot and resolve issues independently or escalate as needed.
• Support the implementation and growth of a new support system.

Skills

Troubleshooting

Customer service

Collaboration

Education

ITIL Foundation certification

Microsoft or CompTIA certification

Tools

ServiceNow ITSM

Job description

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At CAVU, our purpose is to find new and better ways to make airport travel seamless and enjoyable for everybody. From the smallest ideas to the biggest changes, every day here is about creating better travel experiences.

From our revenue-accelerating single platform technology, Propel, to our world-class hospitality venues including 1903 and Escape Lounges—our solutions make travel more seamless and enjoyable for passengers, and more profitable for our clients and partners.

We know that to bring your best ideas, you need the space to think, the right support, and the freedom to be your true, authentic self.

Whether you're working from our offices, from home, in a lounge, or out on the road, we provide the environment to create, innovate, and transform airport travel.

If you're looking for a career where you can make a real impact, bring new ideas to life, and push boundaries, then CAVU is the place for you.

Together, we can reach new heights. Together, we are CAVU.

What's the role

The Support Analyst is a vital part of the Applications Support team at CAVU, responsible for ensuring the seamless operation of our product portfolio while delivering outstanding customer service to both internal and external users.

This role acts as a key bridge between customer relations and technical delivery, ensuring issues are resolved promptly, processes are continuously improved, and feedback loops with our Engineering, Delivery, and Product teams remain strong.

As we implement and grow a new support system, you'll have the opportunity to help shape its future, expand your skills, and grow within a collaborative and fast-paced environment.

What's in it for you?

This is a fantastic opportunity to be part of an evolving team during a transformative period for CAVU's Applications Support services. You'll work with cutting-edge tools and technologies, contribute to new process developments, and help elevate our customer experience to new heights.

It's a great role for someone passionate about support operations, continuous improvement, and providing a service that makes a real difference in the travel and airport tech industry.

About you:

Role Responsibilities:

• Previous experience in a 1st or 2nd line support role, ideally with an applications or software support environment
• Familiarity with ServiceNow ITSM
• Proven ability to troubleshoot and resolve issues independently, or escalate appropriately
• A collaborative mindset, comfortable working in a dynamic, fast-paced environment
• Familiarity with ITIL processes (or similar support frameworks)
• Experience working within regulated environments
• Proven ability to manage incident handovers effectively
• ITIL Foundation certification (preferred)
• Microsoft, CompTIA, or other technical certifications (desirable)

The Perks:

• 25 Days Holiday, with the option to buy up to 10 more, plus 4 flexible bank holidays
• 10% Company Pension
• Annual Bonus Scheme
• 2 Weeks Work From Anywhere
• MediCash Programme
• On-Site Gym
• A host of Flexible Benefits & Discounts

ED and I at CAVU

Did you know some people might be less likely to apply for a role unless they meet every single qualification? If you're excited about this opportunity but your experience doesn't perfectly match every requirement, we'd still love to hear from you.

If you require reasonable adjustments during the interview process, please contact us so we can accommodate your needs.

Are you ready to reach new heights? Please apply via the link.