Application Support Analyst

Ideagen

Application Support Analyst delivering first-class support for Ideagen's software solutions. Managing customer queries and assisting with system implementations in a hybrid working environment.

Posted 6/16/2026full-timeNorwich • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide first-line support by managing and resolving customer queries and helpdesk tickets
Escalate complex issues to the appropriate teams where required
Develop strong product knowledge to support, guide, and advise customers
Deliver training and demonstrations to help customers maximise system use
Support system upgrades, releases, and new feature rollouts
Assist with onboarding new customers, including system configuration and setup
Manage customer change requests from analysis through to delivery and go-live support
Participate in testing activities for new features and system enhancements
Maintain clear communication with customers and internal teams on progress and updates

Requirements

What you’ll need

Strong communication skills, both written and verbal
Highly organised with excellent attention to detail
Analytical and confident in solving problems
Self-motivated, with the ability to manage workload and priorities effectively
Comfortable working independently and within a team environment
Customer-focused, with a passion for delivering great service
Previous experience in a customer support or service role (Desirable)
Degree in Computer Science or a related field (Desirable)
Interest in aviation or technology (Desirable)

Benefits

Comp & perks

Benefits at Ideagen

ATS Keywords

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Soft Skills

strong communication skillshighly organisedattention to detailanalytical skillsproblem-solvingself-motivatedability to manage workloadcustomer-focusedteamworkindependent work

Certifications

degree in Computer Science