Role: Application Support Analyst Salary: £24,500pa Location: Hybrid/Kings Hill, Kent Why Join CSG? CSG is striving to be recognised as the global leader in Education and Public Sector services, currently operating in 86 countries, with 1,800 staff across 28 trading brands, providing expertise ranging from: HR Services, IT Services, Energy, Education Resources, Procurement and many more. Currently growing at a rate of 25% each year, CSG has expanded via an innovative buy and build model delivering an important mix of organic growth, acquisitions and strategic joint venture partnerships. Therefore, it is an exciting and interesting time to join a growing organisation and be part of shaping the future of CSG. What You’ll Bring: Cantium is seeking a proactive and skilled Application Support Analyst to join our team supporting the critical third-party applications used by Kent County Council. These applications are vital to delivering essential services to the citizens of Kent, including key systems used by teams that support Children, Young People and Education, Adult Social Care, Highways and Libraries. If you have experience supporting applications, we would love to hear from you This role is ideal for someone who thrives on problem-solving, enjoys working with applications, and is eager to learn. You’ll receive training to support the specific applications, and your main responsibility will be assisting end users in resolving technical issues. What You’ll Achieve: As Application Support Analyst you will: Monitor and manage the team mailbox, ensuring emails are processed promptly and in accordance with established procedures. Investigate reported application issues, diagnosing and troubleshooting as needed. Escalate to third-party suppliers or internal KCC contacts when necessary. Deliver excellent customer service, identifying the root cause of issues and keeping users informed throughout the resolution process. Utilize ServiceNow to track and update the progress of tickets. Effectively manage ServiceNow queues, ensuring tickets are updated with all actions taken and closed within agreed Service Level Agreements (SLAs). Adhere to GDPR guidelines to ensure data privacy and compliance. Contribute to the knowledge-sharing culture within the team. Document processes and best practices to drive continuous improvement and ensure knowledge is effectively transferred. What we Offer: 25 days of annual leave, plus bank holidays Access to a generous discount scheme, including retail and gym memberships Life assurance coverage Health cash plan initiative Companywide events What We Require: Strong IT literacy with proficiency in Microsoft Office applications. Excellent communication skills and the ability to provide outstanding customer support, coupled with strong organizational and interpersonal skills. Experience supporting or using applications like LAS, Mosaic, Confirm or Spydus, is highly desirable but not essential as full training will be provided. A motivated team player who thrives in a collaborative environment, brings fresh ideas, and works seamlessly with others to achieve common goals. About Commercial Services Group Commercial Services Group (CSG) is the largest, local authority-owned trading company (LATCO) in the UK, wholly owned by Kent County Council. CSG generates over £800m in revenue per annum and provides services to over 16,000 education and public sector customers globally. About Cantium Business Solutions Cantium Business Solutions is a back-office services provider established by Kent County Council. They partner with local government, education and private sectors to understand their business needs and challenges and provide tailored solutions. Their focus on insight and collaboration ensures that they remain connected to these organisations to enhance their key business priorities such as such as IT strategy and architecture, project management and fully managed IT services. We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approach to when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life – helping you achieve a great work life balance