Application Support Analyst

Technology, Information Technology

My client is a market leader in its field of expertise, providing Software, Systems and Solutions specifically into the Legal and Professional Services sector

The Application Support Analyst will be responsible for supporting clients on company products.

This will involve using the company Support System to assign logged calls from the system and respond to them. Additionally, the Application Support Analyst will be responsible for supporting the developed integration of third party products.


The Support Team has adopted ISO 9001:2008 you will therefore need to ensure that response and fix times as set in the standard are met. Calls are expected to be done to a good standard with client satisfaction very important. Calls are followed up with a survey with the team expected to achieve a targeted satisfaction rate.

The Application Support Analyst will follow the established ISO procedures the company has adopted and ensure these are followed.

Key areas of activity includes:

  • Ensure the support line is picked up quickly and answered as described in the best practice document
  • Provide Clients with regular updates on active call logs and required updates
  • Core applications use a Microsoft SQL database; Microsoft SQL syntax and Microsoft SQL Server
  • Support product across a number of different Microsoft operating systems / platforms, including Terminal services and Citrix.
  • Liaising with the client is primarily by phone and email when phone contact is not possible.
  • Maintain support logs
  • Continually develop understanding of the products. Training requirements should be discussed with your line manager.
  • When running any changes to live data you will ensure a suitable backup of the data taken.
  • Where consultancy or chargeable work is identified, liaise with Sales / Consultancy.
  • Ensure your line manager is made aware of any potential serious issues and kept updated on any issues that have been escalated.
  • It is expected that you will handle a wide variety of calls and be always happy to take calls off the support queue regardless of complexity.


The Application Support Analyst will offer the following skills/experience:


· Have a strong interest in SQL (Structured Query Language) or programming concepts and paradigms. Ideally would be able to demonstrate an understanding of SQL or coding Structure.

· Some experience in a customer facing role via the phone or face to face.

· A good understanding of all the core Microsoft desktop products Word, Excel and Outlook. Knowledge of other Microsoft products would be an advantage.

· IT GCSE equivalent or better would be an advantage, Undergraduate degree in a computing related course,

· GCSEs A – C in English and Maths.  A Levels or equivalent would be an advantage particularly in maths and computing.

· At least 1 years’ experience in an IT environment as part of a placement year or as a previous role,

· Ability to work on own initiative and seek assistance appropriately when required.

· Good telephone manner with excellent, clear communication and interpersonal skills



Job Facts

30,000 per annum
  • Yespension scheme
  • Life Assurance
  • 25 holiday BT benefits

City of London, England
David Charlton