Senior Application Support Analyst (Cloud, SaaS)

2nd Line Application Support Analyst, Senior application Support Analyst.

Software as a Service, Cloud Based B2B applications. Customer Support, Service Desk, SAAS ITIL Reading, Berkshire (experience is Software-as-a-Service, subscription based applications architecture, cloud based customer software solutions)

Leading cloud based software as a service solutions provider to the retail and healthcare sectors looking for an experienced applications support analyst to support customers on level 2 customer escalations.

The role:

  1. Investigation and resolution of service desk tickets that are escalated by the 1st line service desk team.
  2. Complete ownership and accountability of assigned service desk tickets through to resolution (Incident, Problem, Task & Questions).
  3. Identify and create new FAQ’s for our customers to support our shift left philosophy.
  4. Identify and create new How To process documentation to support internal service teams.
  5. Provide insight and ownership of repeating issues and deliver through to resolution.
  6. Support the customer success team with issues and information requests.
  7. Provide suggestions to areas of process or system that need improvement

Experience needed:

  • Solid knowledge of service desk, applications support processes and philosophy
  • 2 – 4 years’ experience delivering customer support in a customer focused applications support environment, ideally with SaaS (software as a service), cloud based licencing models, PaaS, IaaS or retail ecommerce, supply chain or order management environment.
  • ITIL v3 foundation qualification
  • Basic knowledge and understanding of Python or other scripting language
  • Knowledge of the working within the Retail, Healthcare or Supply Chain software sectors beneficial but not essential.


  • Pro-active approach and forward thinking
  • Excellent communication skills
  • Happy to make suggestions on ways to improve current process/tasks
  • Customer and team centric drive & vision
  • Thorough and methodical approach to completing tasks and resolving issues
  • A desire to deliver a world leading service to delight our customers
  • Passionate about solving complex tissues for our customers


If you’re interested in this opportunity, please email your latest Word CV with salary expectations and availability or call James for more information. (see below).

Staffworx Limited are a UK based recruitment consultancy supporting the global E-commerce, software & consulting sectors.

Staffworx operate a referral scheme of £500 or new iPad for each successfully referred candidate, if you know of someone suitable please forward for consideration

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