Details:
- Salary: £28,000 - 35,000 - Annum
- Job Type: Permanent
- Job Status: Full-Time
- Salary Per: Annum
- Location: Guildford Surrey
- Date: 2 days ago
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