Application Support Analyst : 1st Line Support
Job Title: Application Support Analyst : 1st Line Support
Location: Shipley, West Yorkshire
Salary: GBP 24,000 – 26,000 per annum
Job type: Full time – Permanent
Job Overview
We are seeking a proactive and customer‑focused Application Support Analyst to join our 1st Line Support team. You’ll be the first point of contact for our clients, resolving incidents, answering queries, and ensuring a high‑quality support experience. This role offers excellent training, exposure to a wide range of technologies, and opportunities to progress into 2nd line support.
Responsibilities
* Act as the first line of service for customers, logging and managing tickets from phone calls, emails, and live chat.
* Resolve 1st line incidents and queries, ensuring timely, accurate, and professional responses.
* Serve as a liaison between clients and internal development teams for escalated product issues, enhancements, and bug fixes.
* Log, track, and follow up on incidents through to completion.
* Collaborate with the Account Management Team and other departments to improve processes and client communication.
* Test software prior to end‑user deployment.
* Create and maintain knowledge base and training materials.
About You
* Efficient: Deliver high‑quality work with minimal wasted effort.
* Proactive: Take initiative, solve problems independently, and bring new ideas.
* Adaptable: Manage interruptions, changing priorities, and multiple tasks professionally.
* Organised: Plan, schedule, and focus on priorities.
* Analytical: Draw clear insights from data and information.
* Persistent: Stay committed until resolution is achieved.
* Team‑Oriented: Collaborate effectively with colleagues.
* Professional: Represent the business knowledgeably at all times.
Essential Requirements
* Understanding of basic IT support concepts, gained through prior work experience, formal training, or completion of a relevant IT course.
* Excellent written and verbal communication skills.
* Strong customer service mindset and the ability to explain technical concepts clearly.
Desirable Skills
* 2+ years of experience in customer or technical support within a complex environment.
* Previous 1st line support and remote troubleshooting experience.
* MS SQL Server (T‑SQL) skills, including:
* Writing and executing SELECT statements.
* Making database alterations.
* Profiling to identify and resolve issues.
* Manipulating client data using T‑SQL.
Additional Opportunities
* Progression pathways into 2nd line support.
* Support and administer hosted production environments.
* Perform software installations of Watermark software.
* Gain experience with data imports and conversions.
* Assist with internal server maintenance and upkeep.
Benefits
* Work with a strong global brand in a growing company.
* Competitive salary.
* Full training and ongoing professional development.
* Clear career progression opportunities.
* Regular staff social events.
If you feel you could be an asset to our team then please click the APPLY button to send your CV and cover letter.
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