Technology Team - Applications Support Analyst

Scott Dunn Ltd.; Greater London; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Private healthcare

Pension scheme

Staff travel insurance

Job summary

Scott Dunn Ltd. is seeking an Application Support Analyst to own the full ticket lifecycle, from triage to closure, and to coordinate with the development team for code fixes.

The role protects developer delivery time by absorbing helpdesk load and guiding users through solutions. You will work with Operations, Finance, Sales and Development to resolve issues, write self-help guidance, and monitor trends to improve service quality while aiming to maintain strong SLAs in a luxury travel tech

Qualifications

• Experience in application or technical support within a software-driven business.
• Ability to write and run SQL queries to investigate data and defects.
• Strong analytical and communication skills with structured triage.

Responsibilities

• Triage and prioritise all incoming tickets, ensuring SLA response times.
• Resolve first- and second-line issues, including data fixes and user guidance.
• Elevate genuine defects to the development team with clear reproduction steps.
• Maintain a known issues log and self-service guidance for recurring requests.
• Monitor ticket trends and produce regular reporting to the Applications Developer Team Lead.
• Collaborate with the Technology Team to identify patterns between tickets and regressions.
• Act as liaison between business users and the Technology team.

Skills

SQL

.NET Framework

Troubleshooting

Communication

Ticketing/SLAs

Stakeholder management

Data corrections

Tools

VB.NET

SQL Server

Job description

Scott Dunn is an award-winning luxury tour operator creating tailor-made vacations to destinations all over the world. With offices in the UK, US and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-vacation evaluations.

Role Purpose

The Application Support Analyst is the primary point of contact for every incoming helpdesk request raised against Scott Dunn's applications. The role owns the full ticket lifecycle — triage, first- and second-line resolution, escalation and closure — working with the development team where a code-level fix is required, and with the business to manage expectations and keep stakeholders informed. By absorbing the helpdesk load, the role protects developer delivery time and allows planned development work to progress on schedule.

Key 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 elevate 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.

Essential Skills & Experience

• Demonstrable experience in an application support, technical support within a software-driven business.
• Working knowledge of SQL and the .NET Framework — sufficient to investigate issues, make data and configuration fixes, and understand defects well enough to elevate them clearly
• Confidence writing and running SQL queries to investigate and correct data.
• Strong analytical and problem-solving skills, with a structured approach to triage and root-cause analysis.
• Excellent written and verbal communication skills, with the ability to translate between technical and non-technical audiences.
• Proven ability to manage a varied ticket queue against SLAs and to prioritise competing demands.
• A collaborative working style and the ability to build relationships across Operations, Finance, Sales and Development.

Desirable Skills & Experience

• Familiarity with VB.NET or similar languages.
• Prior exposure to travel-industry applications or comparable multi-system, integrated operational environments.
• Experience producing self-service documentation, knowledge-base articles or known-issue logs.

Personal Attributes

• Ownership mindset — takes responsibility for tickets end-to-end rather than handing them off.
• Calm and methodical under pressure, particularly when handling business-critical incidents.
• Curious and self-motivated, willing to invest in learning an older, complex codebase during the onboarding period.
• Customer-focused, with strong stakeholder-management instincts.
• Pragmatic — balances speed of resolution with the need to capture root cause and prevent recurrence.

Values & Behaviours

All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
• In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
• Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.

Location

We aim to find someone who would be office based in our London, Hammersmith office.

Why work for Scott Dunn

In return for your expertise and commitment to our values of in the detail, in the know, and inspiring;

• We support your career growth – We provide you with career progression aligned with your chosen career path, access to internal job opportunities across Scott Dunn's global offices, as well as across 30+ brands spread across 93 cities worldwide as part of Flight Centre Travel Group
• We give you the tools to succeed – We provide personal and professional development enabled by our award-winning Learning and Development team, comprehensive familiarisation, and educational trips, unlimited access to LinkedIn learning amongst other professional and personal development platforms, as well as 1 hour for your own development each week.
• We recognise and reward your success and loyalty – We run commission and bonus incentive schemes to compliment competitive salaries, as well as a company loyalty scheme, which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by 1 day per each year of service (up to a maximum of 30).
• We celebrate your excellence – With monthly, quarterly, and annual recognition schemes and awards, alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering, we celebrate excellence in all forms.
• We provide you with a wide-range of job and industry-perks – We can offer you subsidized private healthcare, a contributory pension scheme, staff travel insurance, 3 days of paid volunteering leave, access to cycle to work and season ticket loan schemes, a dedicated in-house team who are your source for exclusive industry discounts for personal and work-related travel, as well as share options in Flight Centre Travel Group amongst much, much, more!

Diversity, Equity, and Inclusion

At Scott Dunn we champion equality, diversity, and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters. As part of our commitment to diversity, equality, and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of differences.

Should you require any support or accommodations as it relates to our recruitment process, please contact [e-mail] for further information or alternative application processes to support your requirement.