Application Support Analyst (1st/2nd Line)

Salary: £28,000 - 32,000 per year

Requirements

• Experience in an IT Support, Service Desk, Helpdesk or Application Support role is preferred
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Experience dealing with customers in a professional environment
• Confidence investigating issues independently
• Strong organisational skills and attention to detail
• Positive attitude and willingness to learn
• A strong interest in technology and application support
• Right to work in the UK
• Located within the Midlands or willing to relocate
• Advantageous experience includes supporting software applications, Microsoft Windows environments, Microsoft SQL Server, networking fundamentals, web technologies, APIs and integrations, Microsoft Azure or Microsoft 365, software testing and quality assurance, and Zendesk or similar ticketing platforms

Responsibilities

• Provide first- and second-line support for our web-based software applications
• Manage support tickets through Zendesk and handle telephone enquiries
• Troubleshoot software, configuration, user access and data-related issues
• Investigate incidents and conduct root-cause analysis
• Take ownership of customer issues through to resolution
• Work closely with our Development, Product and QA teams
• Assist with software testing, release validation and product rollouts
• Maintain accurate support records and documentation
• Identify recurring issues and recommend improvements
• Deliver excellent customer service while managing multiple priorities

Technologies:

• Azure
• Support
• Microsoft 365
• SQL
• Web
• Windows
• Zendesk
• Office 365
• Cloud
• CSS

More:

We develop and support specialist software used by NHS Trusts, Ambulance Services, Local Authorities and other public sector organisations across the UK. Our solutions help organisations deliver critical services more efficiently and improve outcomes for patients, service users and frontline staff. Were seeking a motivated, technically minded Application Support Analyst to join our growing support team. This is not a call-centre environment: youll investigate technical issues, work directly with customers and collaborate with development and testing teams. We provide full training, structured mentoring, exposure to development, testing and implementation projects, clear progression opportunities, and a friendly, supportive team environment. The role is office-based in Lichfield, with support provided on a rota between 8:00am and 6:00pm, Monday to Friday. It includes occasional evening implementation and release activities, plus an on-call rota approximately once every four to six weeks; additional payments are available for on-call duties and approved overtime. Pay is £28,000–£32,000 per year. Benefits include casual dress and free on-site parking. Applicants should be able to commute reliably to the office or plan to relocate before starting.

last updated 40 week of 2026