Service Desk Application Support Analyst
CV-Library
full-time
Posted on:
Location Type: Hybrid
Location: Fleet • United Kingdom
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About the role
- Provide support for internal IT services, including user onboarding, offboarding and access management (starters, movers, leavers)
- Act as a first point of contact for application and platform-related incidents
- Triage web application issues and collaborate with engineering teams for resolution
- Investigate system and application logs to identify root causes of incidents
- Monitor alerts and proactively respond to service disruptions
- Manage tickets and workflows within the ITSM platform
- Support incident, problem and change management processes
- Document troubleshooting steps, known issues and operational procedures
- Assist in improving service desk workflows and operational efficiency
- Escalate issues appropriately while maintaining ownership through resolution
Requirements
- Strong ITSM knowledge with hands-on experience using Jira Service Management including workflow and automation
- Experience supporting internal IT services and user s
- Familiarity with log analysis tools such as Kibana and ELK stack
- Exposure to AWS CloudWatch Logs or similar cloud logging platforms
- Ability to investigate and triage web application issues
- Understanding of structured log queries and log searching techniques
- Basic knowledge of SQL for querying and debugging data issues
- Exposure to Kafka concepts and troubleshooting message flows
- Familiarity with monitoring and observability tooling
- Understanding of REST APIs and web application architecture (beneficial)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITSMJira Service Managementlog analysisKibanaELK stackAWS CloudWatch LogsSQLKafkaREST APIsweb application architecture
Soft Skills
problem solvingcommunicationcollaborationownershipincident managementworkflow improvementoperational efficiency