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:
The IT Applications Support Analyst is responsible for delivering high-quality support across a variety of business-critical applications used by our managed service customers. The role involves responding to incidents, service requests, and enhancements, with a focus on improving application performance and customer satisfaction. Familiarity with Microsoft Power Platform (Power Apps, Power Automate) is desirable to support customers leveraging low-code/no-code solutions.
Here’s what the role looks like:
* Provide 2nd & 3rd line application support across multiple customer environments.
* Triage, diagnose, and resolve incidents and service requests related to business and technical applications (both off-the-shelf and bespoke).
* Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint, and Power Platform solutions.
* Liaise with software vendors for issue resolution and patching where required.
* Escalate complex or unresolved issues to 3rd line or vendor support as appropriate.
* Assist in the deployment and configuration of new applications or features.
* Contribute to knowledge base creation and ongoing documentation of support procedures.
* Collaborate with customer stakeholders and internal teams (Infrastructure, Service Desk, etc.) to ensure end-to-end service delivery.
* Monitor application performance and user feedback to identify improvements.
* Maintain accurate records in the ITSM tool (e.g., ServiceNow).
Here are the key skills and experience relevant to this role:
* Previous experience in a similar Application Support role (ideally within an MSP or multi-customer environment).
* Experience supporting enterprise or departmental business and technical applications.
* Solid understanding of ITIL principles and service management processes.
* Excellent troubleshooting and problem-solving skills.
* Strong interpersonal and communication skills to work effectively with both technical and non-technical users.
* Ability to manage multiple priorities in a fast-paced environment.
* Exposure to Microsoft Power Platform (Power Apps, Power Automate)
* Familiarity with Dynamics 365, SharePoint Online, or Microsoft 365 ecosystems.
* Experience working with ITSM tools such as ServiceNow.
* Knowledge of SQL or database-driven applications.
* Basic scripting (PowerShell or similar) to automate tasks or troubleshoot issues.
* Customer-focused mindset with a drive for service excellence.
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.
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