IT Support Analyst (Applications)

About the role

The IT Support Analyst (Applications) is a core member of the IT Applications team, delivering first‑line support for all business applications. Based in Swansea, the role focuses on helping end users adopt and use systems effectively while ensuring stability after go‑live. During busy periods the analyst also assists the broader IT helpdesk to maintain service levels.

Key responsibilities

• Provide first‑line, customer‑focused assistance for all application‑related queries.
• Tri­age issues, reproduce problems where possible and escalate genuine defects to Application Specialists with clear context.
• Create and maintain knowledge‑base articles, quick guides and step‑by‑step documentation in collaboration with specialists.
• Identify recurring questions and turn them into process improvements, training material or documentation updates.
• Deliver remote or in‑person training sessions and produce supporting materials for system launches and changes.
• Assist with testing activities, including UAT support and regression testing for new projects and enhancements.
• Provide post‑go‑live support, handling “how‑do‑I” queries and reinforcing best‑practice usage.

Required profile

• Strong communication skills with a passion for helping end users.
• Ability to translate technical processes into clear, user‑friendly guidance.
• Detail‑oriented approach to documentation and knowledge‑base creation.
• Proactive mindset to identify recurring issues and suggest improvements.
• Comfortable working both independently and as part of a collaborative team.

Required skills

• Experience with business applications such as Shopify and NetSuite.
• Knowledge‑base authoring and documentation best practices.
• Understanding of UAT, regression testing and release impact analysis.