Application Support Analyst

About the role

The Application Support Analyst provides second‑level technical assistance for business‑critical applications, ensuring issues are resolved within agreed service levels. The role involves maintaining documentation, supporting software installations and upgrades, and acting as a liaison between users and product teams.

Key responsibilities

• Log and resolve faults, maintaining accurate records in line with Service Level Agreements.
• Implement software installations and routine upgrades according to SLA timelines.
• Produce ad‑hoc reports as directed by management.
• Handle tasks assigned by the Team Leader and participate in ongoing training.
• Provide professional, timely updates to users and set realistic resolution expectations.
• Gather diagnostic information, identify improvement opportunities and recommend changes.
• Deliver telephone and face‑to‑face technical support for application issues.
• Escalate unresolved defects following established procedures.

Required profile

• Previous experience in application support, service desk or IT support within a fast‑paced environment.
• Strong troubleshooting and problem‑solving abilities.
• Understanding of IT Service Management (ITSM) processes and SLA management.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple support requests and work both independently and as part of a team.
• Willingness to engage in continuous learning and process improvement.

Required skills

• Application support
• IT Service Management (ITSM)
• Ticketing / service management tools
• Service Level Agreement (SLA) management