1st Line Support Analyst (application support)

1st Line Support Analyst (application support) Job Description Template

Our company is looking for a 1st Line Support Analyst (application support) to join our team.


  • Support to users of some of their key industry applications including such tasks as: User Management;
  • Company Group Management;
  • This will involve regular monitoring of open support tickets and providing regular updates to the client as and when necessary;
  • General usability enquiries;
  • Portfolio management;
  • Resetting passwords.


  • Have a willingness to learn coupled with a ‘Can do’ attitude;
  • An excellent communicator, able to liaise with customers in a professional and courteous manner;
  • Able to work through problems with customers, gathering key information to aid with issue resolution and achieving positive outcomes;
  • Have an aptitude for problem solving and excellent attention to detail;
  • Are well organised with the ability to manage time effectively;
  • Are able to handle multiple tasks simultaneously and within tight time constraints;
  • Can work and thrive in a fast-paced environment and are a self-starter;
  • Experience with working on a Support Desk or in a Call Centre;
  • Worked in a role where there has been demonstrable experience in dealing directly with enquiries and issues from multiple customers;
  • Strong administration skills;
  • Demonstrate a good working knowledge of Microsoft Office applications, primarily Excel, Outlook and Word;
  • Can prioritise work and accurately triage support calls.