• Provide 2nd and 3rd line application support across multiple customer environments. • Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off‑the‑shelf and bespoke solutions. • Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions. • Manage and liaise with third‑party software vendors to drive issue resolution, patching, and root‑cause analysis. • Act as an escalation point for complex troubleshooting initiatives, including 4th‑line vendor engagement. • Escalate unresolved issues appropriately to 3rd line internal teams or vendor support. • Assist with the deployment, configuration, and enhancement of new applications and features. • Create and maintain knowledge base articles and technical documentation. • Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end‑to‑end service delivery. • Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities. • Maintain accurate and up‑to‑date records within the ITSM tool (e.g. ServiceNow).

Role Description We are seeking an experienced Applications Support Analyst to provide general application support across a suite of desktop-installed and cloud-based applications that are critical to our customers’ business operations. - Deliver 2nd and 3rd line support across multiple customer environments. - Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off-the-shelf and bespoke solutions. - Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions. - Manage and liaise with third-party software vendors to drive issue resolution, patching, and root-cause analysis. - Act as an escalation point for complex troubleshooting initiatives, including 4th-line vendor engagement. - Escalate unresolved issues appropriately to 3rd line internal teams or vendor support. - Assist with the deployment, configuration, and enhancement of new applications and features. - Create and maintain knowledge base articles and technical documentation. - Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end-to-end service delivery. - Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities. - Maintain accurate and up-to-date records within the ITSM tool (e.g. ServiceNow). Qualifications - Proven experience in a similar Application Support Analyst role, ideally within an MSP or multi-customer environment. - Experience supporting enterprise or departmental business and technical applications across a Windows desktop estate. - Current experience managing application vendors during complex troubleshooting and escalation scenarios. - Demonstrable experience working with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components. - Experience managing and troubleshooting external API calls, integrations, and data feeds between applications. - Solid understanding of ITIL principles and service management processes. - Strong troubleshooting, diagnostic, and problem-solving skills. - Excellent communication and interpersonal skills, able to work effectively with both technical and non-technical stakeholders. - Ability to manage multiple priorities in a fast-paced environment. - Exposure to Microsoft Power Platform (Power Apps, Power Automate). - Familiarity with Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems. - Experience using ITSM tools such as ServiceNow. - Knowledge of SQL or database-driven applications. - Basic scripting experience (e.g. PowerShell) to support automation and troubleshooting. - Strong customer-focused mindset with a drive for service excellence. Benefits - Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth. - Flexible working: Flexible work arrangements to support your work-life balance. - A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.

Role Description The Technical Support Supervisor will lead a technical support team with advanced responsibility for operational performance, process improvement, and cross-functional collaboration. This role goes beyond frontline supervision by owning workflow optimization, driving customer experience improvements, influencing organizational processes, and acting as a change leader within the Technical Assistance Center (TAC). Key Responsibilities - Customer Focus & Workstream Prioritization - Develop, implement, and continuously improve support delivery processes to enhance customer satisfaction and reduce time to resolution. - Proactively manage team workflows across queues, ensuring alignment with service levels and business priorities. - Analyze trends in case volume, backlog, and performance to optimize prioritization strategies. - Identify root causes of recurring issues and drive sustainable solutions. - Operational & Workstream Management - Oversee knowledge management, backlog health, and agent productivity to ensure timely resolution of customer issues. - Analyze system functionality, case trends, and operational performance to improve workflows and troubleshooting practices. - Evaluate effectiveness of current processes and implement improvements to increase efficiency and scalability. - Communication & Cross-Functional Collaboration - Collaborate with internal teams (e.g., Engineering, Voice of Customer, Product) to improve support experience and product quality. - Communicate effectively with all levels of the organization, including leadership, peers, and frontline staff. - Lead change management initiatives with clear communication and closed-loop feedback. - Facilitate cross-departmental problem-solving for systemic or recurring issues. - Team Leadership & Development - Develop and execute career development strategies for team members. - Provide ongoing coaching using performance metrics, quality standards, and scorecards. - Mentor emerging leaders and promote knowledge-sharing across the organization. - Foster a high-performance culture through recognition, engagement, and accountability. - Delivering Results & Performance Management - Analyze operational performance and implement action plans to address negative trends. - Partner with shared services or analytics teams to translate data into actionable insights. - Monitor and improve key metrics such as SLA adherence, resolution time, and knowledge management KPIs. - Ensure consistency and quality in case documentation and customer interactions. - Change Leadership & Continuous Improvement - Act as a recognized change agent, driving adoption of new processes, tools, and workflows. - Identify opportunities for improvement and lead initiatives that enhance team and organizational performance. - Establish feedback loops with engineering and product teams to influence long-term improvements. - Lead projects that improve reliability, scalability, and support delivery effectiveness. - Technical Leadership & Problem Solving - Provide strategic guidance to technical support staff handling complex troubleshooting (systems, software, networking, etc.). - Ensure appropriate use of escalation paths (SMEs, TSEs, PICs) and knowledge resources. - Drive root cause analysis and long-term resolution strategies for complex technical issues. - Self-Awareness & Professional Growth - Demonstrate adaptability in dynamic operational environments. - Continuously improve individual leadership and technical capabilities. - Influence and mentor others through strong leadership presence and integrity. - Promote a culture of accountability, learning, and innovation. Qualifications - Bachelor’s degree in a related field preferred; equivalent combination of education and relevant professional experience will be considered. - Minimum of 1–3 years of relevant professional experience in a customer support, operations, or service delivery environment. - Demonstrated ability to proactively manage and coordinate workflows to ensure timely and effective resolution of customer issues. - Proven capability to manage multiple priorities simultaneously, including inbound and outbound activities and knowledge management responsibilities, while maintaining alignment with established service levels and organizational priorities. - Strong organizational skills with a demonstrated sense of urgency in monitoring, tracking, and following up on open cases to ensure prompt resolution. - Solid analytical skills with the ability to assess coverage effectiveness and contribute to operational efficiency. - Excellent written and verbal communication skills, with the ability to collaborate effectively across teams and stakeholders. Desired Skills and Experience - Demonstrated leadership abilities, including the capacity to influence, coach, and mentor team members in support of organizational objectives. - Experience providing actionable recommendations to leadership to enhance team performance and alignment with strategic goals. - Strong customer-centric mindset, with the ability to balance customer needs alongside departmental and organizational priorities. - Proven ability to foster a collaborative, high-performance team environment and lead by example in achieving service excellence. Benefits - Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts. - Life and AD&D Insurance. - 401(k) and Tuition Reimbursement. - An array of resources that encourage a lifetime of healthier living. - Compensation ranges from $70,000 - $85,000 annually, based on skills, experience, and education.

• Serve as the main point of contact for office technology inquiries, including: • Door access systems • Workstation issues • CCTV system troubleshooting • Network and Wi-Fi inquiries (guest and main) • Teams room equipment • Printer-related support • Handle technology queries from visitors such as executives, clients, and training attendees. • Assist with meeting room and Teams Room equipment setup and troubleshooting. • Manage the sending and receiving of laptops for onboarding/offboarding processes. • Coordinate with the in-house driver for equipment deliveries and replacements. • Reformat and prepare laptops for redeployment. • Participate in end-of-month and end-of-year inventory audits. • Organize and maintain the IT room. • Autopilot enrollment devices in Intune and ensure proper setup. • Handle password and MFA reset tickets for GDC users within the assigned shift. • Escalate unresolved technical issues to the Business Systems Team as necessary. • Provide support during executive, client, and training visits. • Be receptive to feedback and maintain trustworthiness in handling high-value equipment.