Technology Team Applications Support Analyst

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 PurposeThe Application Support Analyst is the primary point of contact for every incoming helpdesk request raised against Scott Dunns applications. The role owns the full ticket lifecycle triage first- and second-line resolution escalation and closure working with the development team where a code-level fix is required and with the business to manage expectations and keep stakeholders informed. By absorbing the helpdesk load the role protects developer delivery time and allows planned development work to progress on ResponsibilitiesTriage and prioritise all incoming tickets ensuring appropriate SLA response first- and second-line application issues independently including data corrections configuration fixes and user and escalate genuine code defects to the development team with full context and clear reproduction a known issues log and develop self-service guidance for common recurring ticket trends and produce regular reporting to the Applications Developer Team alongside the Technology Team to identify patterns between support tickets and regression as the liaison between the business (users across Scott Dunn Operations and Finance) and the Technology Skills & ExperienceDemonstrable experience in an application support technical support within a software-driven knowledge of SQL and Framework sufficient to investigate issues make data and configuration fixes and understand defects well enough to escalate them clearlyConfidence writing and running SQL queries to investigate and correct analytical and problem-solving skills with a structured approach to triage and root-cause written and verbal communication skills with the ability to translate between technical and non-technical 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 Skills & ExperienceFamiliarity with or similar exposure to travel-industry applications or comparable multi-system integrated operational producing self-service documentation knowledge-base articles or known-issue AttributesOwnership mindset takes responsibility for tickets end-to-end rather than handing them and methodical under pressure particularly when handling business-critical and self-motivated willing to invest in learning an older complex codebase during the onboarding -focused with strong stakeholder-management balances speed of resolution with the need to capture root cause and prevent & Behaviours All employees must promote understand and apply Scott Dunns workplace values. These are embedded in all roles and applicants must evidence the values as part of the application the know - Start by listening. We take the time to understand our guests and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we 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 - 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 others successes and have aim to find someone who would be office based in our London Hammersmith work for Scott DunnIn return for your expertise and commitment to our values of in the detail in the know and inspiring;We support your career growth We provide you with career progression aligned with your chosen career path access to internal job opportunities across Scott Dunns global offices as well as across 30 brands spread across 93 cities worldwide as part of Flight Centre Travel GroupWe give you the tools to succeed We provide personal and professional development enabled by our award-winning Learning and Development team comprehensive familiarisation and educational trips unlimited access to LinkedIn learning amongst other professional and personal development platforms as well as 1 hour for your own development each recognise and reward your success and loyalty We run commission and bonus incentive schemes to compliment competitive salaries as well as a company loyalty scheme which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by 1 day per each year of service (up to a maximum of 30).We celebrate your excellence With monthly quarterly and annual recognition schemes and awards alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering we celebrate excellence in all provide you with a wide-range of job and industry-perks We can offer you subsidized private healthcare a contributory pension scheme staff travel insurance 3 days of paid volunteering leave access to cycle to work and season ticket loan schemes a dedicated in-house team who are your source for exclusive industry discounts for personal and work-related travel as well as share options in Flight Centre Travel Group amongst much much more!Diversity Equity and InclusionAt 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 you require any support or accommodations as it relates to our recruitment process please contact for further information or alternative application processes to support your 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.