Application Support Analyst

Gray Dawes Travel is a multi-award winning, global travel management company with offices in the United Kingdom, Australia, The Netherlands and the United States. Established in 1865, we’re constantly growing by using technology and our passion for what we do to keep evolving.

With a laser focus on offering our clients a high touch, high tech, high content experience, at Gray Dawes we’re not just there to deliver the best corporate travel fares, the most innovative itineraries, the slickest online tools or the most experienced consultants. We’re there as an extension of our clients’ own organisations – their out-of-house travel department. We achieve this because of the depths we go to in understanding our clients, their culture, their brand values and business objectives. And we always deliver… better!

If this all sounds like something you want to be a part of then we'd like to hear from you. We offer a fantastic work environment, with all the benefits and perks you’d expect from a forward-thinking and people-focussed organisation. And we’re always on the lookout for skilled and motivated individuals to become part of the Gray Dawes family.

We are recruiting for an Application Support Analyst who will be responsible for providing advanced technical support for Gray Dawes operational products. The role ensures the smooth operation of our global travel technology. This role is offered on a hybrid working pattern (3 days in the office and 2 days at home) which will be available after successfully completing your probationary and training period.

What You’ll Do

• Support the business in achieving company & departmental SLAs & KPI’s.
• Provide expert-level technical support to resolve complex application issues escalated from 1st and 2nd line support teams.
• Investigate major incidents and recurring problems, identifying root causes and implementing preventive measures to avoid future occurrences.
• Document incidents, problems, and resolutions thoroughly for future reference and continuous improvement.
• Participate in user acceptance testing (UAT) and quality assurance processes to identify and report bugs, ensuring the delivery of high-quality end-product to customers.
• Create internal and external knowledge base articles that will be used to assist customers and other support team members.
• Evaluate and escalate technical or customer related issues to internal stakeholders through timely communication of system issues and faults, ensuring the business is kept well informed and in constant communication through any downtime or issues affecting the quality of service.
• Responsibility for maintaining and troubleshooting all existing and future products - both third-party and proprietary.
• Project manage, where required, implementation of new products and solutions that fit into our existing and future tech stacks.
• Technical configuration of complex processes.

What we’re looking for

We are looking for an Application Support Analyst to join our team and play a pivotal role in ensuring seamless support of our global travel technology. Ideally with an understanding of travel technology, the candidate will be responsible for supporting both proprietary and third party travel applications.

The role requires the individual to have the willingness to want to aid in supporting all aspects of travel technology where required from initial helpdesk style support through to implementation and client training.

Here’s what will help you succeed in this role:

• Commercial experience in Travel Applications, Software or Product Support.
• Strong experience working with relational databases
• IT-based qualifications such as IT-based GCSE, NVQ, Diploma, BTEC.
• Ability to learn and pick up new skills quickly through training and independent learning.
• Critical thinking – ability to look beyond the existing solutions and think analytically, drawing conclusions based on facts.
• Team player – ability to motivate and lead a team ensuring culture of collaboration through support and guidance.
• Time Management. Self-sufficient, thinks in advance to plan time effectively, ensuring deadlines are met.
• Excellent communicator, both verbal and written; ability to communicate and build relationships with users at all levels across the company.
• Strong attention to detail.

What We Can Offer

Our people are our heartbeats, driving everything that we do. We encourage our people to be their best selves, do the right thing, tell it like it is and be flexible. This opportunity will allow our new team members to be part of our journey as we expand in the global market. As we value our people, we offer a range of great benefits including;

• Hybrid Working (after probationary and training period)
• Travel Discounts
• Potential for relocation opportunities to one of our global offices in the future
• A supportive and collaborative team environment
• Cash plan scheme (available after probationary period)
• Pension Scheme
• Shopping discounts
• Group Life Cover
• EAP Scheme
• Volunteering days
• Christmas Savings Scheme
• Season Ticket Loans

What Happens Next

Once we’ve received your details, our Hiring Managers will review your skills and experience to see if you’re a match. If we think we can move forward, we’ll get in touch with you directly to arrange an interview to find out more about you.