About this role
Salary: £50,000 - 55,000 per year
Requirements: Previous experience in an Application Support Analyst, Service Desk Analyst, IT Support Analyst, or similar roleStrong user-facing and stakeholder management skillsExperience working with ITSM platforms such as ServiceNow or similarKnowledge of Incident, Problem, and Change Management processesExcellent troubleshooting and analytical skillsExperience documenting support procedures and knowledge articlesITIL v3, v4, or equivalent service management experience Responsibilities: Provide 1st and 2nd line support across key business applicationsInvestigate, diagnose, and resolve user issues within agreed SLAsAct as an escalation point between support teams and technical specialistsSupport incident, problem, and change management processesDeliver user onboarding and training sessionsCreate and maintain knowledge base articles, FAQs, and support documentationMonitor ticket trends and user feedback to identify service improvementsSupport major incidents, system outages, and disaster recovery testingCollaborate with internal teams and third-party providers to ensure excellent service deliveryDrive process improvements and contribute to the modernisation of digital services Technologies: SupportITILITSMServiceNow More:
We are a leading global organisation with a growing IT team in London, offering a hybrid working arrangement. This role provides an opportunity to support and improve business-critical digital systems used across the organisation, with exposure to global systems, service improvement initiatives, and digital transformation projects. We offer a salary of up to £55,000, a 20% discretionary bonus, and a collaborative, supportive team environment.
last updated 32 week of 2026