Purpose of the Role

The Application Support Analyst is the primary point of contact for every incoming helpdesk request raised against Scott Dunn's 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 schedule.

Key Responsibilities

• Triage and prioritise 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.

Essential Skills & Experience

• 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.

Desirable Skills & Experience

• Familiarity with VB.NET or similar languages.
• Prior exposure to travel-industry applications or comparable multi-system, integrated operational environments.
• Experience producing self-service documentation, knowledge-base articles or known-issue logs.

Personal Attributes

• Ownership mindset — takes responsibility for tickets end-to-end rather than handing them off.
• Calm and methodical under pressure, particularly when handling business-critical incidents.
• Curious and self-motivated, willing to invest in learning an older, complex codebase during the onboarding period.
• Customer-focused, with strong stakeholder-management instincts.
• Pragmatic — balances speed of resolution with the need to capture root cause and prevent recurrence.

Values & Behaviours 

All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• 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.

 Location

This role is Hybrid with a requirement to be on site 3 days a week at our London office in Hammersmith.  

Benefits

We offer very competitive salaries and a great benefits package including the following:

• 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