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