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About the Role
The Application Support Analyst is the primary point of contact for all incoming helpdesk requests against Scott Dunn's applications. This role manages the full ticket lifecycle, including triage, first- and second-line resolution, escalation, and closure. It collaborates with the development team for code-level fixes and with the business to manage expectations and inform stakeholders, thereby protecting developer delivery time and allowing planned development work to progress on schedule.
Responsibilities
- Triage and prioritize all incoming tickets, ensuring appropriate SLA response times.
- Resolve first- and second-line application issues independently, including data corrections, configuration fixes, and user guidance.
- Identify and escalate genuine code defects to the development team with full context and clear reproduction steps.
- Maintain a known issues log and develop self-service guidance for common, recurring requests.
- Monitor ticket trends and produce regular reporting to the Applications Developer Team Lead.
- Work alongside the Technology Team to identify patterns between support tickets and regression issues.
- Act as the liaison between the business (users across Scott Dunn, Operations and Finance) and the Technology team.
Requirements
- Demonstrable experience in application support or technical support within a software-driven business.
- Working knowledge of SQL and the .NET Framework sufficient to investigate issues, make data and configuration fixes, and understand defects well enough to escalate them clearly.
- Confidence writing and running SQL queries to investigate and correct data.
- Strong analytical and problem-solving skills, with a structured approach to triage and root-cause analysis.
- Excellent written and verbal communication skills, with the ability to translate between technical and non-technical audiences.
- Proven ability to manage a varied ticket queue against SLAs and to prioritize competing demands.
- A collaborative working style and the ability to build relationships across Operations, Finance, Sales, and Development.
- Familiarity with VB.NET or similar languages.
- Prior exposure to travel-industry applications or comparable multi-system, integrated operational environments.
- Experience producing self-service documentation, knowledge-base articles, or known-issue logs.
- Ownership mindset — takes responsibility for tickets end-to-end.
- Calm and methodical under pressure, particularly when handling business-critical incidents.
- Curious and self-motivated, willing to invest in learning an older, complex codebase.
- Customer-focused, with strong stakeholder-management instincts.
- Pragmatic — balances speed of resolution with the need to capture root cause and prevent recurrence.
Skills
- SQL
- .NET Framework
- VB.NET
Location
- London, Hammersmith
Work Type
- Office based
Experience Level
- Application support
- Technical support
Benefits
- Career progression aligned with chosen career path
- Access to internal job opportunities across Scott Dunn's global offices and 30+ brands
- Personal and professional development enabled by award-winning Learning and Development team
- Comprehensive familiarisation and educational trips
- Unlimited access to LinkedIn learning
- 1 hour for personal development each week
- Commission and bonus incentive schemes
- Company loyalty scheme with a personal travel fund
- 23 days annual leave plus bank holidays (rising by 1 day per year of service up to 30)
- Monthly, quarterly, and annual recognition schemes and awards
- Opportunity to win a place at Flight Centre Travel Group's annual Global Gathering
- Subsidized private healthcare
- Contributory pension scheme
- Staff travel insurance
- 3 days of paid volunteering leave
- Access to cycle to work and season ticket loan schemes
- Dedicated in-house team for exclusive industry discounts
- Share options in Flight Centre Travel Group
About the Company
- Scott Dunn is an award-winning luxury tour operator creating tailor-made vacations to destinations all over the world.
- With offices in the UK, US, and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-vacation evaluations.
Equal Opportunity
- At Scott Dunn we champion equality, diversity, and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters.
- As part of our commitment to diversity, equality, and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of differences.
- Should you require any support or accommodations as it relates to our recruitment process, please contact recruitment@scottdunn.com for further information or alternative application processes to support your requirement.
- You do not need to meet all the requirements to apply for a position at Scott Dunn.
- Should this role be of interest to you we would welcome your application.