Job Description

Aim Ltd

is a global leader in data governance application software. We specialise in cutting-edge automation

,

machine learning

,

and infrastructure systems

,

empowering organisations with innovative B2B solutions and advanced software tools. We are currently expanding our customer base and are looking for an enthusiastic and motivated Application Service Desk Analyst, with long term career aspirations, to join our dynamic and fast-growing team.



The role will be responsible for providing exceptional first-line technical support to end-users for application-related issues, ensuring timely resolution and high customer satisfaction. The role also involves leveraging junior-level application development skills to assist in troubleshooting, scripting, and minor application enhancements to improve service delivery and support processes.

Aim Ltd have recently been recognised by the Sunday Times as 'The best companies to work for 2025'.

We will provide you with a clear career progression path, with scope to branch out into other areas if you wish.



Come and join us on our exciting journey!

Please only apply for this role if you are a UK resident and already in easy commuting range of Dartford.

Job Title:

Application Service Desk Analyst

Job Type:

Full-time/Permanent

Schedule:

8 hour shift (7:30am to 4.30pm & 9am to 6pm rotating basis) Monday to Friday shift and out of hours on-call cover weekdays & weekends (rotating basis). Overtime opportunities

Salary:

27,500.00 - 29,000.00 per year depending on experience.





This is a hybrid role, minimum 3 days a week in the office and initially will be required in the office 5 days a week for training purposes.

Role Summary:

Technical Support

: Respond to and resolve application-related inquiries and issues via phone, email, or ticketing systems, ensuring adherence to Service Level Agreements (SLAs);

Issue Diagnosis

: Analyse and troubleshoot software application issues, escalating complex problems to senior analysts or developers as needed.

Basic Development Tasks

: Write and maintain simple scripts (e.g., in Python, PowerShell, or JavaScript) to automate repetitive tasks or enhance application functionality;

Documentation

: Create and update knowledge base articles, user guides, and technical documentation to support end-users and team members.

User Assistance

: Guide users through step-by-step solutions for application usage, configuration, and troubleshooting.

Incident Management

: Log, track, and manage incidents and service requests in the IT service management system (Salesforce Remedyforce, Jira).

Collaboration

: Work closely with senior developers and IT teams to identify recurring issues and propose minor application improvements or bug fixes.

Testing and Validation

: Assist in testing application updates, patches, or new features to ensure compatibility and functionality.

Training and Support

: Provide basic training to end-users on application features and best practices.

Monitoring

: Monitor application performance and report anomalies to the relevant teams for further investigation.

Skills and Experience:

Highly motivated and methodical with good problem-solving skills. Ability to remain calm under pressure, prioritise workloads, identify business-critical issues and act upon them. Experience of working on a busy and demanding Service Desk supporting a growing customer base. Excellent customer service and communication skills. (Essential) Customer-focused attitude with a commitment to delivering high-quality service. Previous 1st line application support experience. (Essential) ITIL Foundation Certificate. (Desirable. V3 good but v4 preferable). Basic proficiency in programming/scripting languages such as Python, JavaScript, or PowerShell. (Essential) Understanding of application support processes and basic software development lifecycle (SDLC) principles. (Essential) Knowledge of operating systems (Windows, Linux, or macOS) and common business applications (e.g., Microsoft Office).

Benefits:

Company Pension On-Site parking Death in Service Sick pay

Education:

University degree in computer science or IT, or equivalent accredited training would be desirable but not essential. GCSE or equivalent (preferred) ITIL Foundation Certification

Experience

:


Application support: 2 years (preferred) Customer service: 2 years (preferred) * Junior Developer 12 months (preferred)