Application Support Analyst

As an Application Support Analyst, you'll play a vital role in ensuring our customers receive a consistently excellent support experience. You'll take ownership of support tickets from initial response through to resolution, ensuring issues are logged accurately, managed effectively, and resolved within agreed Service Level Agreements (SLAs).

You'll work closely with our Service Desk, Customer Success, and Support Development teams, developing deep product and recruitment sector knowledge while building strong, trusted relationships with our customers.

Here's what you can expect to be involved in:

• Managing and resolving customer support tickets in line with SLAs.
• Providing high-quality first-line application support for our supported systems.
• Accurately logging incidents, maintaining documentation, and updating knowledge base articles.
• Investigating issues using existing documentation and prior cases to identify effective solutions.
• Escalating complex or high-impact issues in line with agreed procedures.
• Keeping customers informed with clear, timely updates throughout the resolution process.
• Ensuring compliance with security, confidentiality, and change management policies.
• Accurately recording time and monitoring delivery against SLAs.
• Continuously looking for ways to improve processes, documentation, and customer outcomes.

Do you have experience in Scrum?, You'll be someone who thrives in a fast-paced, customer-focused environment and takes real pride in delivering a high-quality service. We're looking for:

• Experience in a customer support, service desk, or application support role.
• Strong communication skills with the ability to build rapport with customers and colleagues.
• A methodical, organised approach to managing multiple tickets and priorities.
• The ability to remain calm and effective under pressure.
• A strong commitment to quality, accuracy, and customer satisfaction.
• Confidence working with business-critical applications and support systems.
• A proactive mindset with a genuine interest in continuous improvement.

You don't need to know everything from day one - we're far more interested in your attitude, ownership, and willingness to learn.

• Competitive salary
• Great learning and development plan
• Health Cash Plan
• Critical Illness Cover
• Electric Car Vehicle Scheme
• 4% Employer Pension Contribution
• 25 days holiday per year
• 1 full extra day "free holiday" on your Birthday
• Free parking
• Buy/sell holiday scheme
• Increased holiday entitlement based on length of service

At Mercury, we're redefining how recruitment and staffing firms use technology. Our cloud-based SaaS platform, built on Microsoft Dynamics 365 and the Power Platform, helps businesses automate, scale, and perform at their best. Founded in 2014, we've grown rapidly into a global organisation with teams across the UK, US, and Australia, trusted by more than 100 customers and 8,000 users. Our growth is powered by innovation and driven by people who care about doing great work. We believe in building technology that changes how the industry works and in creating an environment where talented people can do their best work every day., At Mercury, we pride ourselves on fostering a vibrant company culture that strikes the perfect balance between professionalism and a modern, enjoyable work atmosphere. Our commitment to employee well-being and growth sets us apart. Here's what you can expect when you join our team: * Healthy Work-Life Balance: Hard work is essential, but we understand that it doesn't mean endless hours. Unsociable work schedules are not the norm here. We believe in productivity and not burnout. * Agile and Empowered: Our commitment to Agile and Scrum methodologies empowers our developers. From top management down, everyone understands the importance of efficient processes and collaboration. * Flexible Environment: We embrace flexible working arrangements. Whether it's remote work or flexible hours, we trust our employees to find the balance that suits them best. * Open Communication: Transparency is key. We encourage open dialogue, active listening, and constructive feedback. Your voice matters. * Gratitude and Autonomy: We appreciate hard work and celebrate achievements. You'll have the autonomy to make an impact and contribute meaningfully to our success. * Accessible Leadership: Our leadership team is approachable and supportive. You'll find guidance and mentorship readily available. * Equality and Inclusion: We champion diversity and equality. Everyone deserves respect, fairness, and equal opportunities. * Investment in Growth: We provide training and career growth opportunities. Don't just take our word for it, our team members' testimonials speak volumes., At Mercury, we believe in the power of face-to-face collaboration. That's why we encourage our team members to join us at our Coleshill office 3 days per week. However, we're all about flexibility, so we support remote work the remaining days if that's your preference.