> Markdown version of [/jobs/ext/1434711-1st-line-application-support-analyst](https://www.wearedevelopers.com/jobs/ext/1434711-1st-line-application-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st Line Application Support Analyst - **Company:** Sensical Services Ltd - **Location:** Coventry, UK - **Experience:** Starter - **Salary:** £26,000.0 - £32,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Software Applications, Bug Tracking Systems, Business Software, Microsoft Outlook, Data Logging, Office365, User Accounts - **Published:** July 25, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=81c5c9d0b7f0db39 ## About the Role 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) ## Description 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. ## Related Videos - [Behind the Curtain: How Recruiters Shortlist Devs in an AI-Driven Market and How You Stand Out](https://www.wearedevelopers.com/videos/100229-behind-the-curtain-how-recruiters-shortlist-devs-in-an-ai-driven-market-and-how-you-stand-out) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk)