Application Support AnalystHybrid / Manchester£30,000 - £35,000

About the Role:

Are you a Service Desk enthusiast with a passion for delivering exceptional customer service? Do you enjoy solving problems, sharing your knowledge, and want to grow your skills beyond the desk? Join our clients dynamic Support Team as an Application Support Analyst and be a vital part of supporting end clients and customers with their use of our clients leading SaaS platform.

Key Responsibilities:

• Serve as the first point of contact for customers, providing top-notch support.
• Proactively identify and resolve issues, ensuring the smooth operation of our SaaS platform.
• Investigate and remediate root causes of incidents to prevent recurrence.
• Collaborate with 3rd Line Application or Infrastructure teams to escalate complex issues.
• Contribute to service improvements and optimise our support processes.

Key Requirements:

• Experience in a Service Desk environment, managing incidents and requests per SLAs.
• Strong problem-solving skills with a proactive approach to learning and improvement.
• Familiarity with Service Management tools like Jira, ZenDesk, or ServiceNow.
• Basic understanding of ITIL terminology and concepts.
• Ability to triage and resolve application issues or escalate appropriately.

Why You'll Love Working Here:

• 25 days of holiday + bank holidays.
• Flexible remote working with occasional office visits.
• Employer pension contribution up to 5%.
• £200 annual personal development budget.
• Enhanced family leave.
• Inclusive and supportive work environment.

Our client is committed to creating an inclusive environment and welcome applicants from all backgrounds. Apply via Deerfoot now to be part of a forward-thinking team in the SaaS industry!

Deerfoot IT Resources Ltd is acting as an Employment Agency in relation to this vacancy.