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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Support Analyst - **Company:** Clarkson Plc - **Location:** Greater London, UK - **Contract:** Permanent contract - **Skills:** IT Management, SupportDesk, Servicenow - **Published:** August 30, 2026 - **Apply:** https://www.collegerecruiter.com/job/2815463696-application-support-analyst ## About the Role * ExceptionalUserfacing 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. ## Description We'relooking for a proactive and technically skilled Application Support Analyst to join our IT teambased in our London office. In this vital role, you will providefirst- and second-linesupport for theClarksons' Digitalkey 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., Product Success and Training * Provide clear, professional, and empathetic support for Userscontacting the SupportDesk. * Regularlymonitorand reviewUserfeedback and ticket trends to improveUserexperience. * Support process improvements to improveuserexperience. * Conduct user onboardingandtraining * Create the internal knowledge base by documenting user guides, FAQs, resolutions, best practices, and troubleshooting guides. * Providefirst and secondlevel support, handling queriesraised by users * Provide remote and on-site support for users and systems * Investigate, categorise, and diagnoseuserissues, ensuring efficient andaccurateresolution. * Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary. * Manage and trackUsercases 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, asrequired. * Conduct audits on accounts/AD groups, including cleaning up leavers and users withrevoked access. * Support system outages by raising issues, performing high-level analysis, and keepingstakeholders 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 tousersregardingissue status and expected resolutions. * Conduct regular training sessions for the support team to keep them updated on new features and best practices. Process Improvement * Identifyopportunities to improve workflows, efficiency andUserexperience 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. * Continuouslyidentifyand analyse potential issues and emerging trends mitigating risks proactively. * Maintainthe internal knowledge base by documentingFAQs, user guides,resolutions, best practices, and troubleshooting guides. * Creation of common practices and participation in knowledge-sharing forums and communities acrossClarksons ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Decode Your People: Using PCM to Build High-Performance Teams](https://www.wearedevelopers.com/videos/100194-decode-your-people-using-pcm-to-build-high-performance-teams) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)