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About the Role

The Application Support Analyst is the primary point of contact for incoming helpdesk requests, owning the full ticket lifecycle from triage to closure. This role protects developer delivery time by absorbing helpdesk load, 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 an application support, 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 prioritise competing demands.
A collaborative working style and the ability to build relationships across Operations, Finance, Sales and Development.

Skills

SQL
.NET Framework
VB.NET
Travel-industry applications
Multi-system, integrated operational environments
Self-service documentation
Knowledge-base articles
Known-issue logs

Location

London, Hammersmith

Work Type

Hybrid

Experience Level

Application support experience
Technical support experience

Benefits

23 days annual leave plus bank holidays, rising by 1 day with each year of service (max 30)
Contributory pension scheme
'Cycle to work' scheme
Subsidised private healthcare
Company loyalty scheme (Travel Fund)
Travel insurance
Recognition awards throughout the year
Social events
1 hour per week paid learning & development / personal growth
Paid volunteering leave

About the Company

All employees must promote, understand, and apply Scott Dunn’s workplace values.
In the know - Start by listening. We take the time to understand our guests’ and colleaguesneeds. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.