Travel Tech — 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 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