Job Description

Role Purpose

Location- Norwich

Level - Entry Level

Department - IT

Working Pattern - Hybrid (2x days per week)

Benefits - Benefits at Ideagen

Salary - To be discussed at next stage

We are currently seeking a proactive and detail-oriented Application Support Analyst to join our team. In this role, you’ll deliver first-class support to customers, helping them get the most value from our software while ensuring a smooth and efficient user experience.

You’ll play a key role in resolving support queries, guiding customers, and supporting system implementations.

This is a varied role offering strong development opportunities for someone looking to build a career in customer support or technology.

Responsibilities

• Provide first-line support by managing and resolving customer queries and helpdesk tickets
• Escalate complex issues to the appropriate teams where required
• Develop strong product knowledge to support, guide, and advise customers
• Deliver training and demonstrations to help customers maximise system use
• Support system upgrades, releases, and new feature rollouts
• Assist with onboarding new customers, including system configuration and setup
• Manage customer change requests from analysis through to delivery and go-live support
• Participate in testing activities for new features and system enhancements
• Maintain clear communication with customers and internal teams on progress and updates

Skills and Experience

• Strong communication skills, both written and verbal
• Highly organised with excellent attention to detail
• Analytical and confident in solving problems
• Self-motivated, with the ability to manage workload and priorities effectively
• Comfortable working independently and within a team environment
• Customer-focused, with a passion for delivering great service

Desirable

• Previous experience in a customer support or service role
• Degree in Computer Science or a related field
• Interest in aviation or technology

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. Every day, millions of people are kept safe using Ideagen software.

We have offices across the world, including America, Australia, Malaysia and India, with people doing a wide range of exciting roles.

We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. Enhance your career and make the world a safer place!

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