Application Support Analyst

Salary: £35,000 - 40,000 per year

Requirements:

• Previous experience within helpdesk support, an IT team, or experience using school administration software.
• Strong aptitude with IT systems and software.
• Excellent communication skills with customers of varying technical abilities.
• Effective written and verbal communication with colleagues.
• Methodical and disciplined approach to problem solving.
• Strong desire for continuous improvement and willingness to learn accounting concepts and terminology.
• Tertiary qualification in information technology or a related field is advantageous.
• Experience monitoring contractual SLAs and KPIs, preparing performance or governance reports, supporting service reviews, and maintaining audit-ready compliance records is advantageous.
• Experience within the UK school education sector and/or the Educational Technology sector is advantageous.

Responsibilities:

• Provide support to customers via the service desk system, email, and phone.
• Offer clear and concise guidance on product features and functionality.
• Ensure a high level of customer satisfaction through professional, courteous communication.
• Apply strong product knowledge to assist customers effectively.
• Where required, own SLA and KPI compliance monitoring for customer contracts, tracking performance against the targets and thresholds set out in the relevant contract schedules.
• Assess the nature and urgency of customer issues.
• Troubleshoot, investigate, diagnose, and resolve customer-reported issues.
• Analyse customer-reported problems to identify root causes.
• Utilise diagnostic tools, techniques, and methodologies to resolve technical issues.
• Create detailed bug reports and assist with software testing.
• Document identified bugs with comprehensive detail for the development team.

Technologies:

• Support

More:

We are an exciting software company based in Andover, Hampshire, offering a hybrid role with a salary of up to £40,000. This is a great opportunity for a Senior Application Support Analyst to join us on our growth journey and play a key role in delivering high-quality support to customers using our products. The role also contributes to the development of self-service resources and processes while building subject matter expertise in our product software solution.

last updated 36 week of 2026