Support Analyst - Application Support

You will support mission-critical applications within a 24/7 shift team, ensuring reliable operation and rapid response to incidents. You will work closely with end users and technical colleagues to diagnose issues, perform initial analysis, and escalate or resolve as needed. You’ll help monitor services, contribute to problem and change management, and assist with testing and release activities to maintain service stability. The role sits in a security-focused environment, offering development through testing, documentation, and process improvement. This is a growth-focused opportunity to shape operational delivery on a key government-facing programme.

• Referral bonus
• Flexible working options
• Onsite in secure environment
• Professional development opportunities
• Mentoring and knowledge sharing
• Supportive, mission-driven culture

• Log, manage and resolve incidents, requests and support queries per processes and SLAs
• Investigate application and user issues, perform initial analysis and escalate or resolve
• Monitor live services to ensure targets are met and systems run effectively
• Support problem management and change activities following defined procedures
• Assist with testing, system checks and release support to maintain service stability
• Produce and update support documentation, user guidance and operational records

• Experience in Application Support
• ITIL Foundation or awareness of ITIL-based support environments
• Experience supporting applications through a DevOps or scripted support model
• Strong problem-solving skills with the ability to investigate and resolve issues
• Understanding of incident, request and problem management
• Experience working in a structured environment with defined processes and service targets
• Strong communication skills with users, team members and technical colleagues
• Willingness to work onsite in a secure environment and be part of a 24/7 shift rota

• Strong communication skills
• Problem-solving
• Team collaboration
• ITIL Foundation
• DevOps or scripted support models
• Incident, problem and change management processes