Applications Support Analyst

This is an excellent opportunity for an experienced support professional who enjoys working across applications, Microsoft 365 technologies, user support, and digital improvement initiatives. The successful candidate will play a key role in ensuring colleagues are supported effectively while helping drive adoption of modern workplace technologies, automation tools, and AI-enabled solutions.

About the Company

Our client is a historic and trusted UK institution with a long-standing reputation for excellence in specialist services. While deeply rooted in tradition, the organisation is actively investing in modernisation, digital platforms, and customer experience improvements to ensure it remains a leading provider in its field.

Your Roles and Responsibilities

• Provide 1st and 2nd line support across business applications and end-user technologies.
• Support and maintain key platforms including CRM, finance, HR, membership, event management and SaaS applications.
• Troubleshoot system, access, and Microsoft 365 issues, ensuring incidents are managed through to resolution.
• Work with users to understand operational challenges and identify opportunities to improve processes and system usage.
• Coordinate with external software vendors and managed service providers to resolve issues and implement changes.
• Assist with application upgrades, testing activities, release validation and user communications.
• Create and maintain knowledge articles, support documentation, user guides and operational procedures.
• Support Microsoft 365 services including Teams, SharePoint, OneDrive and Outlook.
• Contribute to data quality, reporting and system administration activities.
• Support the introduction and adoption of AI and automation technologies across the organisation.
• Promote best practice around information security, user access management and data governance.

• Previous experience in an Application Support Analyst, Business Systems Support Analyst, IT Support Analyst or similar role.
• Experience supporting business systems such as CRM, ERP, finance, HR, membership, event management or other SaaS platforms.
• Strong Microsoft 365 experience including Teams, SharePoint, OneDrive, Outlook and Exchange Online.
• Experience working within an IT Service Management environment using tools such as ServiceNow, Freshservice, Jira Service Management or similar.
• Strong troubleshooting, incident management and problem-solving skills.
• Experience working with third-party suppliers and technology partners.
• Ability to translate user requirements into practical system improvements and support solutions.
• Experience creating user documentation, knowledge base content and support materials.
• Excellent communication skills with the ability to explain technical concepts to non-technical audiences.
• Strong customer service focus with a proactive and collaborative approach.
• Understanding of data protection, information governance and secure system administration practices.

Desirable:

• Exposure to Microsoft Copilot or Claude or other workplace AI tools.
• Experience with Power Automate, Power Apps or other low-code technologies.
• Microsoft 365 or Power Platform certifications.
• Experience working within membership, charity, education, heritage or professional services environments.