Applications Support Analyst

Sword Group

About The Position

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals. We are seeking an experienced Applications Support Analyst to provide general application support across a suite of desktop‑installed and cloud‑based applications that are critical to our customers’ business operations. The role involves delivering 2nd and 3rd line support across multiple customer environments and working closely with third‑party application vendors, acting as an escalation point and providing 4th‑line troubleshooting where required. This is a varied, customer‑facing role suited to someone who enjoys solving complex technical issues across a Windows estate.

Requirements

Proven experience in a similar Application Support Analyst role, ideally within an MSP or multi‑customer environment.
Experience supporting enterprise or departmental business and technical applications across a Windows desktop estate.
Current experience managing application vendors during complex troubleshooting and escalation scenarios.
Demonstrable experience working with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components.
Experience managing and troubleshooting external API calls, integrations, and data feeds between applications.
Solid understanding of ITIL principles and service management processes.
Strong troubleshooting, diagnostic, and problem-solving skills.
Excellent communication and interpersonal skills, able to work effectively with both technical and non-technical stakeholders.
Ability to manage multiple priorities in a fast-paced environment.
Strong customer-focused mindset with a drive for service excellence.

Nice To Haves

Exposure to Microsoft Power Platform (Power Apps, Power Automate).
Familiarity with Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems.
Experience using ITSM tools such as ServiceNow.
Knowledge of SQL or database‑driven applications.
Basic scripting experience (e.g. PowerShell) to support automation and troubleshooting.

Responsibilities

Provide 2nd and 3rd line application support across multiple customer environments.
Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off‑the‑shelf and bespoke solutions.
Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions.
Manage and liaise with third‑party software vendors to drive issue resolution, patching, and root‑cause analysis.
Act as an escalation point for complex troubleshooting initiatives, including 4th‑line vendor engagement.
Escalate unresolved issues appropriately to 3rd line internal teams or vendor support.
Assist with the deployment, configuration, and enhancement of new applications and features.
Create and maintain knowledge base articles and technical documentation.
Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end‑to‑end service delivery.
Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities.
Maintain accurate and up‑to‑date records within the ITSM tool (e.g. ServiceNow).