2nd line / Application Support

CV-Library • Guildford, Surrey • 1h ago

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.