First Line Application Support Analyst
- Coventry, CV1 2TT
- £26,000 – £32,000 depending on experience
- Office-based
- Permanent, Full-Time
Sensical, a London-based IT MSP, is hiring a 1st Line Application Support Analyst to join our Coventry team. This is an entry-level support role focused on logging, triaging and resolving application support tickets, or escalating them where needed. It would suit someone with 1-2 years of customer-facing experience, ideally in application support, product support, bug tracking, QA support, service desk or a similar environment where accurate issue capture and ticket ownership are important.
The Role
You will support users of custom line-of-business applications by gathering clear information, completing initial checks, keeping tickets updated and ensuring issues are resolved or escalated appropriately.
- Handle incoming incidents and requests by phone, email and portal.
- Accurately log and maintain tickets, including issue details, affected system and user context.
- Triage, categorise and troubleshoot application issues using documented checks.
- Monitor assigned tickets, including internal follow-up, and provide timely, professional customer updates.
- Resolve issues where possible or escalate to the right team or third party.
- Coordinate with the wider team to ensure information and documentation flow clearly and promptly.
- Carry out administrative tasks, including data entry.
- Flag recurring issues or patterns that may need wider review.
Personal Competencies and Behaviours
- Excellent written and verbal communication.
- Professional attitude, able to work with stakeholders at all levels of an organisation.
- Excellent organisational skills, with the ability to reprioritise tasks efficiently.
- Methodical approach with the ability to follow agreed processes.
- Excellent attention to detail, naturally curious and able to ask good questions.
- Customer service focus, with good ownership and a desire to go above and beyond.
- Comfortable learning new applications, workflows and systems.
- A passion for IT and an interest in business applications, software behaviour and customer support.
Technical Skills
The successful candidate should have good user-level confidence with applications, a structured approach to issue investigation and the ability to follow internal processes.
Essential:
- Good user-level knowledge of Windows desktop applications.
- Basic understanding of Microsoft 365 applications (e.g., Outlook, Teams, Word, Excel).
- Understanding of passwords, user accounts, permissions and access-related issues.
- Ability to follow technical or process documentation carefully and record outcomes accurately.
Useful experience or aptitude:
- Experience using a ticketing, service desk, or case management system.
- Experience writing clear internal support documentation.
- Ability to capture steps to reproduce issues and identify expected vs unexpected behaviour.
- Awareness of user errors, data quality, workflows, configuration and permissions.
- Awareness of ITIL or basic incident management.
- Desirable background:
- Experience in software, product support, bug tracking or a service desk environment.
- Experience supporting non-technical users with application issues.
- Any relevant entry-level IT, software support, customer service or service management experience.
Desirable background:
- Experience in software, product support, bug tracking or a service desk environment.
- Experience supporting non-technical users with application issues.
- Any relevant entry-level IT, software support, customer service or service management experience.
The Company
Sensical Services Ltd is a small, fast-growing IT consultancy and managed services provider based in the City of London. We are a friendly, supportive team delivering high-quality IT support to small and medium-sized organisations, including clients in financial services. We are an equal opportunity employer and are committed to creating an inclusive environment for all applicants and employees.
Benefits
- · Annual bonus
- · Pension scheme, up to 4% match
- · Birthday day off
- · Perkbox discount scheme
- · Training and ongoing certification
- · Employee Assistance Programme
- · Vitality private health insurance, including dental, optical and mental health
- · Enhanced sick pay
- · Season ticket loan
- · Cycle to Work scheme
- · Bring Your Own Device allowance
- · Regular staff events and office refreshments
Please note that some benefits only become available after completion of any probationary period.
Job Types: Full-time, Permanent
Pay: £26,000.00-£32,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Private dental insurance
- Private medical insurance
- Referral programme
Ability to commute/relocate:
- Coventry CV1 2TT: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How would you rate your IT technical ability from 1 to 5?
1 = none/beginner; 3=average user; 5= able to provide support
Experience:
- Application support: 1 year (preferred)
- IT, software support, customer service or service management : 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
