Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.
About the role:
We are seeking an experienced Applications Support Analyst to provide general application support across a suite of desktop‑installed and cloud‑based applications that are critical to our customers’ business operations.
The role involves delivering 2nd and 3rd line support across multiple customer environments and working closely with third‑party application vendors, acting as an escalation point and providing 4th‑line troubleshooting where required. This is a varied, customer‑facing role suited to someone who enjoys solving complex technical issues across a Windows estate.
1. Provide 2nd and 3rd line application support across multiple customer environments.
2. Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off‑the‑shelf and bespoke solutions.
3. Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions.
4. Manage and liaise with third‑party software vendors to drive issue resolution, patching, and root‑cause analysis.
5. Act as an escalation point for complex troubleshooting initiatives, including 4th‑line vendor engagement.
6. Escalate unresolved issues appropriately to 3rd line internal teams or vendor support.
7. Assist with the deployment, configuration, and enhancement of new applications and features.
8. Create and maintain knowledge base articles and technical documentation.
9. Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end‑to‑end service delivery.
10. Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities.
11. Maintain accurate and up‑to‑date records within the ITSM tool ( ServiceNow).
Requirements
12. Proven experience in a similar Application Support Analyst role, ideally within an MSP or multi‑customer environment.
13. Experience supporting enterprise or departmental business and technical applications across a Windows desktop estate.
14. Current experience managing application vendors during complex troubleshooting and escalation scenarios.
15. Demonstrable experience working with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components.
16. Experience managing and troubleshooting external API calls, integrations, and data feeds between applications.
17. Solid understanding of ITIL principles and service management processes.
18. Strong troubleshooting, diagnostic, and problem‑solving skills.
19. Excellent communication and interpersonal skills, able to work effectively with both technical and non‑technical stakeholders.
20. Ability to manage multiple priorities in a fast‑paced environment.
21. Exposure to Microsoft Power Platform (Power Apps, Power Automate).
22. Familiarity with Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems.
23. Experience using ITSM tools such as ServiceNow.
24. Knowledge of SQL or database‑driven applications.
25. Basic scripting experience ( PowerShell) to support automation and troubleshooting.
26. Strong customer‑focused mindset with a drive for service excellence.
Benefits
At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.
We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:
Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.
A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..
At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.
If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.