Role Summary
We’re looking for a proactive and technically skilled Application Support Analyst to join our IT team based in our London office. In this vital role, you will provide first- and second-line support for the Clarksons’ Digital key applications and systems, ensuring high-quality service delivery to our users.
If you’re a motivated IT professional with a strong User-service ethos and a passion for solving problems, we’d love to hear from you. This is an excellent opportunity to contribute to the development, maintenance, and enhancement of business-critical systems that support our internal stakeholders. This is a varied and rewarding position that offers the chance to play a crucial role in modernising and supporting digital services across the Clarksons’ brokerage.
Key Responsibilities
Product Success and Training
- Provide clear, professional, and empathetic support for Users contacting the Support Desk.
- Regularly monitor and review User feedback and ticket trends to improve User experience.
- Support process improvements to improve user experience.
- Conduct user onboarding and training
- Create the internal knowledge base by documenting user guides, FAQs, resolutions, best practices, and troubleshooting guides.
Support & Issue Resolution
- Provide first and second level support, handling queries raised by users
- Provide remote and on-site support for users and systems
- Investigate, categorise, and diagnose user issues, ensuring efficient and accurate resolution.
- Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary.
- Manage and track User cases and incidents, ensuring they are resolved efficiently within agreed SLAs.
- Maintain detailed records of investigations and resolutions for reporting and analysis.
- Participation in problem management & major incident management, as required.
- Conduct audits on accounts/AD groups, including cleaning up leavers and users with revoked access.
- Support system outages by raising issues, performing high-level analysis, and keeping stakeholders informed.
- Offer testing for initiatives such as black building and DR scenarios.
- Implement a status page solution for incident updates.
Collaboration & Stakeholder Engagement
- Work closely with cross-functional teams to ensure effective resolution of cases and incidents.
- Liaise with external managed service providers to support issue resolution and continuous improvement.
- Provide clear and concise communication to users regarding issue status and expected resolutions.
- Conduct regular training sessions for the support team to keep them updated on new features and best practices.
Process Improvement
- Identify opportunities to improve workflows, efficiency and User experience in handling issues and queries.
- Standardise communication on release/maintenance across products.
- Ensure adherence to industry regulations and internal IT governance policies and processes when managing cases and incidents.
- Generate reports and insights on recurring issues, trends, and areas for improvement.
- Continuously identify and analyse potential issues and emerging trends mitigating risks proactively.
- Maintain the internal knowledge base by documenting FAQs, user guides, resolutions, best practices, and troubleshooting guides.
- Creation of common practices and participation in knowledge-sharing forums and communities across Clarksons
Skills & Experience
- Exceptional User facing skills with effective listening and communication (written and verbal) skills with the ability to engage effectively with technical and non-technical stakeholders.
- Excellent problem-solving and analytical skills, with attention to detail.
- Hands-on experience with ITSM tools such as ServiceNow or equivalent platforms.
- IT Service Management experience across incident management, problem management and change management.
- Service support/analyst background.
- Ability to document triage procedures and best practices to enhance support efficiency.
- ITIL V 3 or Above
