WELCOME TO LINAKER At Linaker, we don’t just keep buildings running — we keep business moving. With over 30 years of expertise in maintaining operationally sound and compliant workplaces, we support leading organisations across the UK with trusted, technical maintenance services. ABOUT THE ROLE As part of our continuous growth and commitment to excellence, we are excited to introduce a brand-new role: IT Application Support. This pivotal position will operate within our technology department, which plays an essential role in ensuring the smooth and efficient functioning of Linaker. You will be responsible for driving business-as-usual support for our critical IT applications (CRM, CAFM and MS365), as well as supporting reactive requests and identifying operational efficiencies to support the overall business strategy. WHAT YOU WILL BE RESPONSIBLE FOR Daily Operations & Support First Point of Contact: Handle all application related queries from clients and internal staff. System Issue Management: Act as the first point of contact when critical applications are degraded, escalate issues, and track resolution progress. Engineer Support: Support engineers with issues on the CAFM mobile system, troubleshoot problems, and escalate if necessary. Query Management: Respond to system-related queries. Report Requests: Scope and submit requests for report creation or amendments to CAFM / CRM Ticket Management: Manage application support tickets, chase updates, track ETAs, and escalate issues where needed. System Support Inbox & Ticket Channel: Oversee and manage queries from internal staff and clients. System Compliance: Ensure that all actions comply with any client data requirements. User Onboarding & Configuration: Set up new users on critical applications, configure roles, and manage profiles accordingly. User Access & Permissions: Oversee and manage user roles, permissions, and access levels. Process Inefficiencies: Identify inefficiencies in application processes by monitoring recurring issues and queries Action any system requests from Transition team relating to mobilisation tasks. Support IT colleagues in MS365 administrative tasks. Communication & Relationship Management Internal Updates: Keep the team informed about system changes, issues, and updates. Newsletter & Announcements: Create and distribute newsletters covering system updates and best practices. Stakeholder Communication: Reach out to relevant teams to highlight changes and benefits from system updates. Incident Reports: Prepare and distribute reports on system downtime, issues, and resolutions. Application Incident Reports: Ensure application suppliers provide formal incident reports for major issues. Supplier Relationship Management: Support weekly meetings with suppliers, assisting in maintaining the relationship and tracking open issues. Application User Group: Lead a user group to gather feedback, identify pain points, and propose improvements. Departmental Meetings: Support with fortnightly/monthly application meetings with department leads to ensure alignment and address concerns. Training & Documentation Training Sessions: Conduct regular system training through Lunch & Learn calls and other sessions. Training Materials: Create and maintain written guides and video tutorials for application usage. New Feature Implementation: Review system releases, summarise key changes, and implement them with the team, following change control processes. Team Empowerment: Ensure all users are well-informed and confident in using our key applications through structured training and communications. WHAT WE ARE LOOKING FOR Strong analytical and data interrogation skills. Excellent problem-solving abilities and attention to detail. Highly experienced in MS365 and Entra ID environment. Comfortable working with SaaS based products. Proficiency in CRM / CAFM systems (or equivalent) and a deep understanding of their functionalities. Strong communication skills and the ability to handle reactive requests effectively. Ability to work collaboratively with various stakeholders (internal and external). Experience in driving system efficiencies and managing process improvements. Previous experience working within an M&E environment would be considered highly desirable but not essential. THE PACKAGE A competitive starting salary with annual pay reviews. 25 Days holiday plus bank holidays. Plenty of opportunity for progression. Flexibility for hybrid working. Health care and medical insurance available after a qualifying period