Application Support Analyst

Role Overview

The Application Support Analyst role is responsible for providing second level support to users associated with operating relevant application software. This role includes providing technical maintenance and support services within agreed service levels and maintaining user documentation.

Role Responsibilities

The Application Support Analyst is responsible for (but not limited to):

• Maintaining accurate log entries of fault with resolution and communication according to Service Level Agreements.
• Ensuring all software installations and routine upgrades are implemented according to Service Level Agreements.
• Providing ad hoc reporting as directed by Datacom management.
• Working on tasks as assigned by Team Leader.
• Participating in ongoing team training.
• Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
• Providing an effective interface between users and product delivery teams, supplying all necessary diagnostic information, identifying areas of improvement and recommending changes in order to facilitate those improvements, according to procedures.
• Providing telephone and face to face technical support to users regarding Application issues.
• Using tools and processes to deliver services to customers in accordance with SLA.
• Ensuring defect issues not progressing are escalated according to established procedures.
• Following agreed procedures and responding to requests for assistance by providing information to enable users to resolve their problems.

What You’ll Bring

• Previous experience in an Application Support, Service Desk, or IT Support role within a fast-paced environment.
• Strong troubleshooting and problem-solving skills with the ability to analyse and resolve application-related issues efficiently.
• Understanding of IT Service Management (ITSM) processes and Service Level Agreements (SLAs).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Experience logging, tracking, and managing incidents using ticketing or service management tools.
• Ability to prioritise tasks effectively and manage multiple support requests simultaneously.
• Strong customer service mindset with a professional and collaborative approach to user support.
• Experience supporting software installations, upgrades, and maintenance activities.
• Ability to work independently while also contributing positively within a team environment.
• Willingness to participate in ongoing learning, technical training, and process improvement initiatives.
• High attention to detail and commitment to maintaining accurate documentation and support records.
• Understanding of escalation processes and the importance of timely issue resolution.
• Flexibility to provide both remote and face-to-face technical support when required.

Optional additions depending on the role seniority or environment:

• Familiarity with enterprise applications, cloud platforms, or business systems support.
• Basic knowledge of SQL, scripting, or system integration concepts would be advantageous.
• ITIL Foundation certification or similar service management knowledge is desirable.

Experience:

• At least 2-3 years of relevant IT Support, Software experience.
• Sound knowledge of the organisation's Standard Operating Environment (SOE).
• Basic understanding of financial processes and accounting principles, with the ability to support business applications used within finance or accounting functions.

Nice to have:

• Basic understanding of financial processes and accounting principles, with the ability to support business applications used within finance or accounting functions.
• Experience working with financial systems, ERP platforms, or accounting-related applications would be highly regarded.
• Ability to interpret financial or transactional data to assist in troubleshooting application issues and supporting end users effectively.
• Familiarity with processes such as accounts payable, accounts receivable, general ledger, invoicing, or financial reporting is advantageous.
• Strong analytical mindset with attention to detail when handling finance-related system incidents and data validation.
• Ability to communicate effectively with finance stakeholders and understand business impacts relating to application support issues.