1st Line Application Support Analyst

You will support users of custom line-of-business applications by gathering clear information, completing initial checks, keeping tickets updated and ensuring issues are resolved or escalated appropriately.

• Handle incoming incidents and requests by phone, email and portal.
• Accurately log and maintain tickets, including issue details, affected system and user context.
• Triage, categorise and troubleshoot application issues using documented checks.
• Monitor assigned tickets, including internal follow-up, and provide timely, professional customer updates.
• Resolve issues where possible or escalate to the right team or third party.
• Coordinate with the wider team to ensure information and documentation flow clearly and promptly.
• Carry out administrative tasks, including data entry.
• Flag recurring issues or patterns that may need wider review.

Sensical, a London-based IT MSP, is hiring a 1st Line Application Support Analyst to join our Coventry team. This is an entry-level support role focused on logging, triaging and resolving application support tickets, or escalating them where needed. It would suit someone with 1-2 years of customer-facing experience, ideally in application support, product support, bug tracking, QA support, service desk or a similar environment where accurate issue capture and ticket ownership are important., * Excellent written and verbal communication.

• Professional attitude, able to work with stakeholders at all levels of an organisation.
• Excellent organisational skills, with the ability to reprioritise tasks efficiently.
• Methodical approach with the ability to follow agreed processes.
• Excellent attention to detail, naturally curious and able to ask good questions.
• Customer service focus, with good ownership and a desire to go above and beyond.
• Comfortable learning new applications, workflows and systems.
• A passion for IT and an interest in business applications, software behaviour and customer support.

Technical Skills

The successful candidate should have good user-level confidence with applications, a structured approach to issue investigation and the ability to follow internal processes.

Essential:

• Good user-level knowledge of Windows desktop applications.
• Basic understanding of Microsoft 365 applications (e.g., Outlook, Teams, Word, Excel).
• Understanding of passwords, user accounts, permissions and access-related issues.
• Ability to follow technical or process documentation carefully and record outcomes accurately.

Useful experience or aptitude:

• Experience using a ticketing, service desk, or case management system.
• Experience writing clear internal support documentation.
• Ability to capture steps to reproduce issues and identify expected vs unexpected behaviour.
• Awareness of user errors, data quality, workflows, configuration and permissions.
• Awareness of ITIL or basic incident management.
• Desirable background:
• Experience in software, product support, bug tracking or a service desk environment.
• Experience supporting non-technical users with application issues.
• Any relevant entry-level IT, software support, customer service or service management experience.

Desirable background:

• Experience in software, product support, bug tracking or a service desk environment.
• Experience supporting non-technical users with application issues.
• Any relevant entry-level IT, software support, customer service or service management experience., * How would you rate your IT technical ability from 1 to 5?

1 = none/beginner; 3=average user; 5= able to provide support

Experience:

• Application support: 1 year (preferred)
• IT, software support, customer service or service management : 1 year (preferred)

Pulled from the full job description

• Referral programme
• Employee discount
• Sick pay
• Employee assistance programme
• Additional leave
• Private dental insurance
• Company pension, * · Annual bonus
• · Pension scheme, up to 4% match
• · Birthday day off
• · Perkbox discount scheme
• · Training and ongoing certification
• · Employee Assistance Programme
• · Vitality private health insurance, including dental, optical and mental health
• · Enhanced sick pay
• · Season ticket loan
• · Cycle to Work scheme
• · Bring Your Own Device allowance
• · Regular staff events and office refreshments

Please note that some benefits only become available after completion of any probationary period.

Job Types: Full-time, Permanent

Pay: £26,000.00-£32,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Private dental insurance
• Private medical insurance
• Referral programme

Sensical Services Ltd is a small, fast-growing IT consultancy and managed services provider based in the City of London. We are a friendly, supportive team delivering high-quality IT support to small and medium-sized organisations, including clients in financial services. We are an equal opportunity employer and are committed to creating an inclusive environment for all applicants and employees.