Job Description

Application Support Analyst

Location:

Hybrid (travel to Telford head office required)

Salary:

25,000 - 30,000 per annum (depending on experience)

Hours:

Monday to Friday, 37.5 hours per week

Contract:

Permanent

Are you a proactive and analytical problem-solver with a passion for technology and customer service? Do you enjoy variety in your work, thrive on collaboration, and want to be part of a supportive and forward-thinking team? If so, this could be the perfect opportunity for you.

We are looking for an

Application Support Analyst

to join our Systems team. In this role, you'll be at the heart of ensuring smooth, efficient operation of our bespoke applications that help thousands of users across the transport, warehousing, and logistics industry. You'll play a key part in resolving escalated technical issues, supporting system development, and delivering top-tier service to both internal teams and our customers.

This is an excellent opportunity to become a subject matter expert in our systems and grow your technical knowledge while working closely with both internal teams and external development partners.

Application deadline:

6th May 2025

Interview date:

15th May 2025

About RTITB

RTITB is a leader in training for transport, warehousing, and logistics operations. We develop industry-compliant training materials used by our 700+ members/partners to deliver courses that award over 100,000 certificates each year. Our innovative Safety Chain and commitment to collaboration and technology ensure a compliant workforce.

We are confident, we are committed, and we challenge tradition, continuously innovating to save lives and elevate industry standards.

What You'll Be Doing

Provide second-line support for our bespoke web and mobile applications, managing escalated issues from our customer support team. Diagnose and resolve complex technical issues, escalating to our development partner with detailed information when needed. Contribute to the planning and testing of new software releases and feature updates. Create and maintain internal support documentation and knowledge base articles. Identify patterns or trends in system issues to support continuous improvement. Become a subject matter expert in our suite of applications. Support the wider systems team with technical input and problem-solving. Occasionally liaise directly with customers to resolve complex or escalated technical problems. Attend team meetings, training, and occasional travel to customer sites across the UK.

Attributes of a Top Performer

Excellent problem solver - you love getting to the root of an issue. Proactive - you're always one step ahead. Strong communicator - you can explain techy stuff in a non-techy way. Adaptable - you remain calm under pressure and pivot when needed. Detail-oriented - you spot the small things that make a big difference.

Essential Skills and Experience

Minimum 12 months' experience in IT support, ideally with application support or escalation handling. Highly confident using a range of mobile and browser-based applications. Strong written and verbal communication skills. Ability to build excellent relationships with colleagues and development partners. Self-motivated with the ability to manage priorities in a fast-paced environment. Keen to continuously learn and improve.

Desirable Skills and Experience

Familiarity with software testing methodologies. Experience supporting bespoke applications. Degree (or equivalent) in IT, Computer Science, Business, or related area. Knowledge of tools such as Trello or Microsoft Planner.

Why Join Us?

Competitive Salary

- 25,000-30,000 per annum based on experience.

Generous Annual Leave

- 26.5 days (including festive shutdown) plus 8 UK bank holidays.

Health & Wellbeing Perks

- Wellbeing workshops, Employee Assistance Programme, and discounted gym membership.

Secure Future

- Contributory pension scheme (4.5% employer and employee) and life assurance (2x salary).

Flexible Working

- Flexitime, staggered hours, and remote/hybrid working options.

Workplace Perks

- Home office equipment provided, plus fruit, biscuits, and hot drinks in the office.

Long-Term Benefits

- Optional unpaid sabbatical at 5 years, access to Perkbox for discounts, rewards, and wellness.

Professional Development

- Unlimited LinkedIn Learning access and local training events through Shropshire Chamber of Commerce.

Supportive Work Culture

- Be part of a fun, diverse, and caring team that values your growth and ideas.

Why would you want to work with us?

We are a well-established business based in Telford with an international client base - including brands like Sainsbury's, Tesco, Coca-Cola, and Boots. We're a fast-growing, ambitious organisation with a fun and diverse team. Our mission is to make safety a top priority for our customers so that every person goes home safe to their family every day. If that matters to you, and you think you'd be a great fit, we'd love to hear from you.

Ready to apply?

Submit your application today! We're reviewing candidates as they apply, so don't miss out!

Job Type: Full-time

Pay: 25,000.00-30,000.00 per year

Benefits:

Additional leave Bereavement leave Casual dress Company events Company pension Discounted or free food Enhanced paternity leave Flexitime Free parking Gym membership Health & wellbeing programme Life insurance On-site parking Sabbatical Sick pay Work from home
Schedule:

Monday to Friday No weekends
Ability to commute/relocate:

Telford TF7 4PW: reliably commute or plan to relocate before starting work (preferred)
Experience:

IT application support/escalation handling: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Telford TF7 4PW

Application deadline: 06/05/2025
Expected start date: 02/06/2025