Application Support Analyst

Location: Billericay

Salary: Competitive

Contract Type: 6 Months Fixed term Contract

Working Hours: 40 hours per week, Monday-Friday

_________________________________________________________________________

About the Role

We are looking for an Application Support Analyst to join the IT Service Desk function, providing second and third-line support for key business applications.

This role focuses on supporting bespoke in-house applications, resolving incidents, managing service requests, and ensuring systems remain stable and available for users across the business.

You will act as the primary support contact for applications, working closely with developers, infrastructure teams, and end users to diagnose issues, resolve tickets, and improve system reliability.

This is a six-month fixed-term contract with potential for extension.

Key Responsibilities

• Provide second and third-line application support for bespoke business systems

• Log, manage, and resolve incidents and service requests via ITSM tools

• Troubleshoot application, data, and system issues (including SQL-based queries where required)

• Support onboarding/offboarding including account setup and access management

• Install, configure, and maintain application-related software and services

• Maintain clear and accurate documentation of issues, resolutions, and knowledge base articles

• Escalate complex issues to development or infrastructure teams when required

• Support users via phone, email, and ticketing system, ensuring excellent customer service

• Work closely with developers and stakeholders to support releases and user testing

What you’ll get

• A key role owning application support within a busy Service Desk environment

• Responsibility for resolving and managing real business-critical issues end-to-end

• Hands-on exposure to bespoke applications and SQL-based troubleshooting

• Close collaboration with developers, IT teams, and business users

• Opportunity to improve processes, documentation, and service quality

• Competitive package, with bespoke company beneifts.

About You

• Experience in application support or service desk environment (2nd line or above preferred)

• Basic SQL skills with ability to query and interpret data

• Experience supporting bespoke or in-house applications

• Strong incident and ticket management skills (ITSM tools)

• Excellent communication and customer service skills

• Ability to troubleshoot technical issues methodically and independently

• Experience working in a fast-paced or MSP-style environment

Desirable

• Experience supporting Microsoft-based applications or platforms

• Exposure to Microsoft Dynamics or similar enterprise applications

• Understanding of ITIL principles

• Experience supporting APIs, web or client applications

• SQL certification or equivalent training

What to expect from our recruitment process at Ground Control

We aim to make our process clear, supportive, and straightforward—so you always know what’s coming next.

• Application review: Once you apply, our Talent team will carefully review your application against the key skills for the role

• Optional video: You’ll have the chance to submit a short video to showcase your skills and personality—this is completely optional

• Intro call: If you’re a good match, we’ll invite you to book a short (up to 30 minutes) telephone interview at a time that suits you

• First interview: If selected you’ll then take part in an interview, either on Teams or in person, depending on the role

• Next steps: For some roles, there may be a technical assessment and a second-stage interview either on teams or in person.

We’ll keep you updated throughout and make sure you feel supported at every stage.

Benefits;

• Competitive salary – aligned with your skills and experience

• Performance‑linked bonus: Bonus opportunities aligned to your level and contribution. IF APPLICABLE FOR THE ROLE

• Pension scheme – helping you plan for the future

• Recognition schemes – celebrating and rewarding great work

• Private GP service – fast, convenient access to medical support

• Life insurance – providing added peace of mind

• Subsidised gym membership – supporting your health and wellbeing REMOVE FOR IRELAND

• Holiday buy scheme – purchase up to 5 additional days of annual leave

#INDHP

Equal Opportunities Statement

At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, or any other protected characteristic as defined in the Equality Act 2010.

We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and across all stages of employment, including training, development, promotion, pay, and termination. We are committed to providing reasonable adjustments for disabled applicants and employees, and to creating a working environment free from discrimination, harassment, bullying, or victimisation.

We expect all colleagues to uphold our values of dignity, respect, and inclusion. We take a zero-tolerance approach to any form of discriminatory behaviour and are committed to continuous improvement through training, inclusive policies, and accountability at all levels.