Description

1st / 2nd Line Support Analyst (Application Support) Office-Based Full Time, Permanent Are you a customer-focused IT Support professional with experience across 1st and 2nd Line Support and a passion for troubleshooting business applications? We're seeking a proactive and enthusiastic 1st / 2nd Line Support Analyst to join a growing IT team, providing both technical and application support to users across the business. This is an excellent opportunity for someone who enjoys problem-solving, working with customers, and developing their technical skills within a supportive environment. You'll act as a key point of contact for users, diagnosing and resolving IT and application-related issues while ensuring a high level of customer service. Working closely with internal teams and third-party suppliers, you'll support a range of business-critical systems and applications. Key Responsibilities * Provide 1st and 2nd line support for users via phone, email and ticketing systems. * Diagnose and resolve hardware, software and application-related issues. * Support business applications, investigating errors, performance issues and user queries. * Log, prioritise and manage incidents and service requests through to resolution. * Perform user administration, access management and system configuration tasks. * Assist with software deployments, upgrades and system testing. * Deliver an excellent customer experience and ensure service level agreements are met. Skills: * Previous experience within a 1st or 2nd Line Support role. * Experience supporting business applications, ERP, CRM, finance or industry-specific systems. * Strong troubleshooting and problem-solving skills. * Knowledge of Windows environments, Microsoft 365 and Active Directory. * Familiarity with ticket management systems and ITIL-based processes. * Excellent communication and customer service skills. * A proactive approach and willingness to learn new technologies. Desirable Skills * SQL experience or the ability to investigate database-related issues. * Experience working with application vendors and third-party support teams. * Exposure to Azure, Intune or cloud-based platforms. * Knowledge of reporting tools or business intelligence systems