This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CIC Application Support Analyst based in India.
This is an opportunity for a customer-focused Application Support professional to help maintain reliable technology services used by public-sector organizations and their communities. You will provide frontline support across UK and APAC customers, managing incidents and requests from initial triage through resolution. The role combines technical troubleshooting, customer communication, case management, reporting, and continuous service improvement. You will use your analytical skills and technical knowledge to investigate issues efficiently while maintaining accurate documentation throughout the support lifecycle. The position also provides exposure to infrastructure, databases, Microsoft technologies, and enterprise application environments. It is an ideal role for someone who enjoys solving problems, building strong customer relationships, and contributing to service excellence.
Accountabilities:
- Provide high-quality frontline application support to customers through digital channels, handling both new inquiries and ongoing support cases.
- Log, manage, and triage incidents and service requests within the case management system, ensuring cases are handled within defined service targets and KPIs.
- Analyze and troubleshoot customer issues using technical expertise, available documentation, knowledge-base resources, and professional relationships.
- Manage customer support cases through to resolution or appropriately assign them to the relevant analyst or engineering team.
- Perform initial triage of cases submitted through the customer portal, using established knowledge articles and support procedures to determine the appropriate course of action.
- Maintain accurate and comprehensive records of investigations, troubleshooting activities, changes made, and customer interactions.
- Keep customers appropriately informed throughout the support lifecycle and ensure internal progress notes are maintained separately when necessary.
- Perform recurring operational activities such as data extraction and reporting.
- Use analytical and problem-solving skills to resolve support cases efficiently while maintaining a strong focus on customer experience.
- Collaborate with internal analysts and engineers to ensure effective escalation and timely resolution of complex issues.
- Contribute to a culture of customer satisfaction, service excellence, continuous improvement, and effective knowledge sharing.
Requirements
- Qualification in Information Technology, Business, or a related discipline, and/or equivalent relevant professional experience.
- Experience managing customer support cases from initial logging through closure, with strong attention to documentation, communication, and follow-through.
- Proven customer service skills, including active listening and clear communication across different channels.
- Ability to select the most appropriate communication method based on the customer and situation.
- Experience using an IT customer support or case management system.
- Practical understanding of service desk concepts, processes, and support workflows.
- Ability to perform basic SQL database queries.
- Demonstrable proficiency with Microsoft Windows and Microsoft Office applications.
- Experience working with infrastructure, networking, or end-user computing technologies.
- Working knowledge of Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server, and/or Citrix technologies.
- Strong analytical and problem-solving skills, with the ability to investigate technical issues and identify appropriate solutions.
- Strong organizational skills and attention to detail, particularly when managing multiple support cases and maintaining accurate records.
- Customer-oriented mindset with a commitment to delivering timely, professional, and effective support.
- Ability to collaborate with technical teams and work independently when resolving customer issues.
Benefits
- Flexible working options designed to support work-life balance, including remote or hybrid working, adjusted hours, staggered shifts, and part-time arrangements where applicable.
- Inclusive, safe, and welcoming work environment that values different backgrounds, perspectives, and experiences.
- Learning and development opportunities designed to support professional growth and help employees build new skills.
- Volunteer-focused benefits, including Days of Difference leave to support charitable or community initiatives.
- Opportunity to work with technology supporting critical public services and organizations serving communities globally.
- Exposure to enterprise application support, databases, infrastructure, networking, Microsoft technologies, and service management practices.
- Collaborative environment focused on customer satisfaction, service excellence, knowledge sharing, and continuous improvement.
- Opportunity to build an international support perspective by working with customers across UK and APAC regions.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1
