Support Analyst - Application Support

Sopra Steria Ltd; Portsmouth; Presencial; GBP 26.000 - 38.000; Jornada completa

Descripción de la vacante

Sopra Steria Ltd in Portsmouth is seeking to recruit 6 Support Analysts to join a 24x7 shift-based team supporting a key programme. This role involves incident, request, and change management, with opportunities to contribute to testing and rollout processes. An active DV clearance is required.

You will collaborate with a diverse team to monitor live services, resolve issues, and maintain high service targets while documenting operations and handoffs for continuity.

Formación

• Experience in Application Support.
• ITIL Foundation or awareness of ITIL-based support environments.
• Experience supporting applications through a DevOps or scripted support model.
• Good problem-solving skills with the ability to investigate issues and follow them through to resolution.
• An understanding of core support processes such as incident, request, and problem management.
• Experience working in a structured environment with defined processes, priorities, and service targets.
• Strong communication skills and the ability to work effectively with users, team members, and technical colleagues.
• Willingness to work onsite in a secure environment and be part of a 24/7 shift rota.

Responsabilidades

• Log, manage, and resolve incidents, requests, and support queries in line with agreed processes and service levels.
• Investigate application and user issues, carry out initial analysis, and either resolve or escalation where needed.
• Monitor live services and help ensure systems are running effectively within agreed service targets.
• Support problem management and change activity by following defined procedures and maintaining accurate support records.
• Assist with testing, system checks, and release support activities to help maintain service stability.
• Produce and update support documentation, user guidance, and operational records to support day-to-day service delivery.

Conocimientos

Application support

ITIL Foundation

DevOps

Problem solving

Incident management

Structured environment

Communication skills

Onsite 24x7

Descripción del empleo

Are you a Support Analyst looking for a new challenge?

Sopra Steria’s ADS account is seeking to recruit 6 Support Analysts to join a growing team supporting a key programme within our sector. This is a fantastic opportunity for analysts with a background in application support, or helpdesk environments who are looking to develop their careers in a highly professional and mission-focused setting.

Working as part of a 24/7 shift-based support team, you will play a key role in ensuring the effective operation, support, and continuous improvement of business-critical applications. The role will involve incident, problem, request, and change management, with opportunities to contribute to testing, implementation, and operational process development.
This role requires an active DV clearance.

What you will be doing

• Log, manage, and resolve incidents, requests, and support queries in line with agreed processes and service levels.
• Investigate application and user issues, carry out initial analysis, and either resolve or escalation where needed.
• Monitor live services and help ensure systems are running effectively within agreed service targets.
• Support problem management and change activity by following defined procedures and maintaining accurate support records.
• Assist with testing, system checks, and release support activities to help maintain service stability.
• Produce and update support documentation, user guidance, and operational records to support day-to-day service delivery.

What you will bring

• Experience in Application Support.
• ITIL Foundation or awareness of ITIL-based support environments.
• Experience supporting applications through a DevOps or scripted support model.
• Good problem-solving skills with the ability to investigate issues and follow them through to resolution.
• An understanding of core support processes such as incident, request, and problem management.
• Experience working in a structured environment with defined processes, priorities, and service targets.
• Strong communication skills and the ability to work effectively with users, team members, and technical colleagues.
• Willingness to work onsite in a secure environment and be part of a 24/7 shift rota.

Employment Type: Permanent
Location: Portsmouth – onsite 24x7 shift-based
Security Clearance Level: Active DV
Internal Recruiter: Olly Walker
Salary: Dependant on experience
Benefits: 25 days annual leave with the choice to buy extra days, life assurance, and 6% pension

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.