Application Support Analyst

Our client is seeking an experienced Application Support / Service Desk professional to join their IT operations team. This role is ideal for someone with a solid service desk background who also has experience supporting and configuring applications within a Microsoft cloud environment.

You’ll play a key role in providing reliable technical support, resolving application and system issues, and working closely with stakeholders and third-party vendors to ensure high service levels.

Key Responsibilities

• Provide 2nd line application and service desk support for business-critical systems
• Diagnose, troubleshoot, and resolve software, application, and system-related issues
• Log, track, and manage incidents, service requests, and problems using ITSM tools
• Operate in line with ITIL frameworks and best practices (incident, problem, change, and request management)
• Support and administer Microsoft technologies including:
• SharePoint
• Exchange Online
• Microsoft 365
• Azure
• Entra ID (Azure AD)
• Assist with application configuration, access management, and user lifecycle processes
• Engage effectively with internal stakeholders to understand requirements and provide clear updates
• Work with external vendors to resolve escalated issues and manage third-party services
• Maintain documentation, procedures, and knowledge base articles

Key Skills & Experience

• 2–3+ years’ experience in a Service Desk / Help Desk or Application Support role
• Strong understanding of ITIL frameworks and ITSM best practices (essential)
• Hands-on experience with ITSM tools (e.g. ServiceNow, Jira Service Management, Freshservice, etc.)
• Proven ability to diagnose and resolve application and system issues
• Experience supporting Microsoft 365 environments, including SharePoint and Exchange Online
• Exposure to Azure and Entra ID administration is highly desirable
• Excellent verbal and written communication skills
• Strong stakeholder engagement and relationship management abilities
• Experience engaging with third-party vendors and support partners
• IT qualification or equivalent practical experience in a technical support role