Support Analyst

We Are SSG
05 Apr 2019
04 May 2019
Contract Type
Full Time

Global Job Title: Application Support Analyst

Location: Abingdon, UK

Salary: £Neg


To ensure customer facing or internal IT applications are operational, and when problems occur, they are rapidly identified and fixed

Results & Responsibilities

Break Fix

  • Providing second-line support for customer-facing or internal applications
  • Trouble-ticketing and resolving problems highlighted by application users
  • Undertaking break-fix development activities to resolve operational issues with application performance
  • Service level tracking

Service Development

  • Engaging with Developers to understand the design and business requirements and to ensure that Application Support have a documented and updated knowledge base for each implementation
  • Liaising with QA Test team to ensure Application Support testing has been conducted and development passes testing requirements
  • Receiving new application developments and enhancements into production environment through the service transition process
  • Building new or enhanced applications on to the production environment
  • Undertaking service acceptance for new and enhanced applications
  • Trend analysis and proactive issue avoidance

Specialist Responsibilities

A specific individual with the team may also hold specialist responsibility for:

  • Managing the service levels, contractual compliance and performance delivery or third-party organisations providing IT services to client.
  • Working with internal stakeholders to develop business requirements for internal IT systems
  • Undertaking service improvement project work where required

Personal Development

  • Taking personal responsibility for skills development, particularly to enhance application support capabilities
  • Actively participating in the performance management process, and taking responsibility for delivering agreed objectives

Person Specification


Creative Capacity

  • Uses initiative to resolve recurring problems in own role or team
  • Takes calculated risks to improve own performance
  • Tries out new ways of working
  • Allocates time to identifying and resolving the root causes of problems

Achieving Results

  • Focuses on performance outcomes despite uncertain or difficult circumstances
  • Actively links own efforts to those of others within the team to avoid overlap, rework or delays
  • Spots opportunities to deliver beyond expectations, where this would help others perform more effectively
  • Sets own targets and objectives with clear reference to how these contribute to the departmental business plan

Managing Change

  • Responds constructively and quickly to shifting goalposts or changing requirements
  • Copes effectively with rapid change or increased demands
  • Reprioritises own work or the work of the team in response to external pressures
  • Is flexible in their approach; adapts their working style to suit the needs of the situation

Drive & Motivation

  • Addresses multiple demands without losing focus or energy
  • Increases efforts in the face of difficulties or obstacles and recovers quickly after setbacks
  • Remains calm and focused during stressful or challenging situations; concentrates only on things they can control or influence
  • Encourages others during challenging times with their positive, can-do attitude

Customer Focus

  • Shows a clear understanding of the different customers and their needs
  • Works collaboratively with customers to establish expectations and needs and agree service delivery levels
  • Treats all customers as individuals and takes pride in delivering a personalised, high-quality service
  • Brings people together from different teams to address barriers to excellent customer service

Driving Quality

  • Takes personal pride in delivering work of the highest standards
  • Sets targets for quality and completeness of work that go beyond the minimum required
  • Develops robust processes by which work is checked, assessed and monitored for quality
  • Compares the quality of work against that of others in similar roles or teams and strives to outperform others


  • ITIL or equivalent application support model
  • DBA Knowledge (SQL & Couchbase)
  • Experience of .Net Framework
  • Experience of Web Services and API’s
  • Experience of C#
  • Experience of using TFS


Previous experience in application support

A successful track record as an application support analyst


No specific qualifications but evidence of numeracy and analysis capability

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