Application Support Analyst (1st / 2nd Line)

CSS Europe develops and supports specialist software used by NHS Trusts, Ambulance Services, Local Authorities and other public sector organisations across the UK.

Our solutions help organisations deliver critical services more efficiently, improving outcomes for patients, service users and frontline staff.

We’re looking for a motivated and technically minded Application Support Analyst to join our growing support team. This role would suit someone with previous IT Support, Service Desk or Application Support experience who enjoys problem-solving, working with customers and developing their technical skills.

This isn’t a call-centre environment. You’ll investigate real technical issues, work directly with customers, collaborate with our development and testing teams, and play a key role in helping organisations get the most from our software.

What you’ll be doing

As part of our Support Team, you’ll:

• Provide 1st and 2nd Line support for our web-based software applications
• Manage support tickets through Zendesk and telephone enquiries
• Troubleshoot software, configuration, user access and data-related issues
• Investigate incidents and work through root-cause analysis
• Take ownership of customer issues through to resolution
• Work closely with Development, Product and QA teams
• Assist with software testing, release validation and product rollouts
• Maintain accurate support records and documentation
• Identify recurring issues and recommend improvements
• Deliver excellent customer service while managing multiple priorities, * Supporting software applications
• Microsoft Windows environments
• Microsoft SQL Server
• Networking fundamentals
• Web technologies
• APIs and integrations
• Microsoft Azure or Microsoft 365
• Software testing and quality assurance
• Zendesk or similar ticketing platforms

Don’t worry if you don’t have experience in everything above. We’re looking for people with the right attitude and aptitude as much as technical knowledge.

What you’ll get

• Full training on our software and systems
• Exposure to software development, testing and implementation projects
• Structured mentoring from experienced colleagues
• Clear progression opportunities
• Opportunity to develop technical skills across databases, integrations, cloud technologies and enterprise software support
• Friendly and supportive team environment
• The chance to work on systems used by NHS and public sector organisations throughout the UK

Working Hours

Support is provided between 8:00am and 6:00pm Monday to Friday on a rota basis.

The role includes:

• Occasional evening implementation and product release activities
• On-call support rota (approximately once every 4-6 weeks)
• Additional payments for on-call and approved overtime

We’re interested in people who enjoy technology and naturally like solving problems.

You’ll ideally have:

• Experience working within an IT Support, Service Desk, Helpdesk or Application Support role
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Experience dealing with customers in a professional environment
• The confidence to investigate issues independently
• Strong organisational skills and attention to detail
• A positive attitude and willingness to learn, Applicants should be able to reliably commute to the office or be planning to relocate before starting., * Right to work in the UK
• Located within the Midlands or willing to relocate
• Strong interest in technology and application support

We hire on attitude, curiosity and problem-solving ability. During the interview process we’ll be interested in hearing about technical problems you’ve solved, systems you’ve worked with and how you approach learning new technologies.