Application Support Analyst

Salary: £26,000 - 32,000 per year

Requirements:

• We are looking for someone with 1-2 years of customer-facing experience, ideally in application support, product support, bug tracking, QA support, service desk, or a similar environment.
• We need excellent written and verbal communication skills.
• We need a professional attitude and the ability to work with stakeholders at all levels of an organisation.
• We need excellent organisational skills and the ability to reprioritise tasks efficiently.
• We need a methodical approach and the ability to follow agreed processes.
• We need excellent attention to detail, curiosity, and the ability to ask good questions.
• We need a strong customer service focus, ownership, and a desire to go above and beyond.
• We need someone comfortable learning new applications, workflows, and systems.
• We value a passion for IT and an interest in business applications, software behaviour, and customer support.
• We need good user-level knowledge of Windows desktop applications.
• We need a basic understanding of Microsoft 365 applications such as Outlook, Teams, Word, and Excel.
• We need an understanding of passwords, user accounts, permissions, and access-related issues.
• We need the ability to follow technical or process documentation carefully and record outcomes accurately.
• Experience using a ticketing, service desk, or case management system would be useful.
• Experience writing clear internal support documentation would be useful.
• The ability to capture steps to reproduce issues and identify expected versus unexpected behaviour would be useful.
• Awareness of user errors, data quality, workflows, configuration, and permissions would be useful.
• Awareness of ITIL or basic incident management would be useful.
• A background in software support, product support, bug tracking, or a service desk environment would be desirable.
• Experience supporting non-technical users with application issues would be desirable.
• Any relevant entry-level IT, software support, customer service, or service management experience would be desirable.
• We require applicants to be able to commute to our Coventry office or relocate before starting.
• We require work authorisation in the United Kingdom.

Responsibilities:

• We handle incoming incidents and requests by phone, email, and portal.
• We accurately log and maintain tickets, including issue details, affected system, and user context.
• We triage, categorise, and troubleshoot application issues using documented checks.
• We monitor assigned tickets, including internal follow-up, and provide timely, professional customer updates.
• We resolve issues where possible or escalate them to the right team or third party.
• We coordinate with the wider team to ensure information and documentation flow clearly and promptly.
• We carry out administrative tasks, including data entry.
• We flag recurring issues or patterns that may need wider review.
• We support users of custom line-of-business applications by gathering clear information, completing initial checks, keeping tickets updated, and ensuring issues are resolved or escalated appropriately.

Technologies:

• Excel
• Flow
• Support
• ITIL
• Microsoft 365
• Windows
• Office 365

More:

We are Sensical Services Ltd, a small, fast-growing IT consultancy and managed services provider based in the City of London, and we are hiring a permanent, full-time, office-based 1st Line Application Support Analyst to join our Coventry team. This role is based in Coventry, CV1 2TT, and offers a salary of £26,000 to £32,000 depending on experience. We are a friendly, supportive team delivering high-quality IT support to small and medium-sized organisations, including clients in financial services. We are an equal opportunity employer and are committed to creating an inclusive environment for all applicants and employees. We offer benefits including an annual bonus, pension scheme with up to 4% match, birthday day off, Perkbox discount scheme, training and ongoing certification, Employee Assistance Programme, Vitality private health insurance including dental, optical and mental health, enhanced sick pay, season ticket loan, cycle to work scheme, Bring Your Own Device allowance, regular staff events, and office refreshments, with some benefits available after probation.

last updated 30 week of 2026