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# Application Support Analyst

- **Company:** RLDatix
- **Location:** UK (Remote available)
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Software as a Service, Internet Information Services (IIS), Information Technology Operations, Microsoft Software, Microsoft SQL Server, Windows Servers, Citrix Systems, Remote Access Technology, Zendesk
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c91b13fff30f9853

## About the Role

* 1-2 years of experience in a similar application support, technical support, or customer support role.
 * Experience working with Microsoft SQL Server 2008 R2 or above.
 * Experience working with Microsoft Windows Server 2008 R2 or above.
 * Experience in IT Operations supporting a Windows enterprise environment.
 * Experience supporting SaaS or enterprise-scale application infrastructure.
 * Experience using Zendesk or a similar ticketing solution.
 * A strong customer-service mindset, with the ability to understand customer needs and provide clear, responsive, and professional support.
 * Experience managing, triaging, and prioritising support tickets within a high-volume customer support environment.
 * Strong communication skills, with the ability to adapt technical explanations for different customers and situations.
 * Good troubleshooting and problem-solving skills, with the ability to gather information, assess issues, and apply established solutions effectively.
 * The ability to work collaboratively as part of a team while taking ownership of individual customer enquiries.
 * Good planning and organisational skills, with the ability to manage competing priorities and maintain consistent service levels.
 * A flexible and adaptable approach, with an interest in learning new technologies, tools, and ways of working.

It would be great if you also have

 * Knowledge of remote access technologies such as Citrix.
 * Technical knowledge across Networking, Security, Microsoft Technologies, and Hosting.
 * Relevant technical certifications such as MCITP, MCSA, or VCP.
 * Experience with IIS administration and diagnosis.
 * Exposure to payroll systems, including award interpretation and inbound/outbound integrations.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best.

## Description

We're searching for a Application Support Analyst to join our Customer Support team, so that we can continue delivering responsive, high-quality support to our customers and help them get the most from our solutions. Application Support Analyst will act as a frontline point of contact, resolving routine and semi-routine enquiries, managing and triaging support tickets, and escalating more complex technical issues when required.

How You'll Spend Your Time

 * Deliver clear, responsive support to customers across phone and ticketing channels, providing prompt acknowledgement and effective handling of Level 1 enquiries.
 * Troubleshoot routine and semi-routine customer issues, adapting standard solutions and guidance to individual customer requirements.
 * Gather and assess relevant information from customers to accurately identify technical issues and determine the appropriate resolution or escalation path.
 * Manage high-volume support queues, triaging and categorising tickets accurately while prioritising work based on urgency and established service procedures.
 * Escalate more complex technical issues to higher-level support teams, providing clear documentation and relevant diagnostic information to support efficient resolution.
 * Use knowledge base resources, documented procedures, support tools, and standard troubleshooting techniques to resolve common customer issues at first contact wherever possible.
 * Leverage AI-powered systems, automation capabilities, and digital support tools to assist with initial triage and provide rapid resolutions for standard cases.
 * Apply foundational product and technical knowledge to support customers using RLDatix applications and associated platforms.
 * Identify recurring customer issues and process inefficiencies, sharing observations with the wider team to support continuous improvement of service delivery.
 * Maintain comprehensive and accurate records of customer interactions, troubleshooting activities, resolutions, and escalations.
 * Work collaboratively with colleagues across Customer Support and other technical teams to maintain consistent service levels and positive customer experiences.
 * Continue developing technical and product knowledge to increase first-contact resolution and effectively support a broader range of customer enquiries.