Associate Application Support Analyst

Description:

Associate Application Support Analyst

As part of the Norcros Group, Triton’s purpose is “to inspire everyone to shower sustainably”, and our vision is to be the first name in showers and water heating, inspiring everyone to use water and energy efficiently and enjoyably.

We make showers. That’s nothing world changing, but we’re trying to do our bit. An electric shower will help save water, save energy, and save you money. Meaning households in the UK can enjoy every wash with a cleaner conscience.

Triton Showers are proud to have been honoured with a King’s Award for Enterprise in recognition of its outstanding commitment to Sustainable Development, which places sustainability at the heart of its long-term business strategy and Net Zero ambition.

As the UK’s market and brand leader in showers, Triton continues to grow and has a great opportunity for an Associate Application Support Analyst to join our IT department, based at our head offices in Nuneaton, Warwickshire.

This role is centred on providing first and second-line support for key business systems, including Salesforce, SharePoint, our EDI platform, and RingCentral telephony. You will ensure user issues are resolved promptly with minimal disruption to business operations, helping to keep our core systems running smoothly.

Reporting to the IT Business Systems Manager, you will work closely with the IT Business Systems Team and stakeholders across the business. You will assist with evaluating and implementing change requests or minor improvements to existing systems, making sure any modifications are properly tested and documented. The role also involves contributing to ongoing projects and initiatives, and diligently documenting support processes and issue resolutions to aid knowledge sharing and consistency of service.

The core responsibilities of the role are:

• Act as the first point of contact for support queries on key business systems.
• Log, investigate, and resolve tickets via the IT Helpdesk, escalating complex issues as needed.
• Support change requests and minor system enhancements, including configuration updates and testing.
• Monitor application performance and assist with routine updates or patches.
• Maintain clear documentation of support processes, solutions, and system changes.
• Collaborate with the IT Business Systems Team and IT Operations Team to ensure consistent and seamless IT support.
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The successful candidate must have:

• A degree (or BTEC equivalent) in a relevant field, or comparable on-the-job experience in IT.
• Basic knowledge of business systems and CRM-based solutions, with exposure to IT services and support practices.
• Familiarity with Microsoft 365 applications and general IT support processes.
• Strong problem-solving skills and a logical, practical approach to challenges.
• The ability to communicate effectively with different audiences, adapting your style as appropriate.
• Excellent organisational skills with the ability to manage complex workloads and see tasks through to completion (a “completer-finisher” mentality).
• A positive, enthusiastic, and self-motivated attitude, with the ability to work well both independently and as part of a team.

It would be desirable for candidates to have experience:

• Undertaking an internship, industrial placement, or similar hands-on experience in an IT support or helpdesk role.
• Working within a manufacturing or operational setting, or supporting users in such an environment.
• Using or supporting any of the specific systems mentioned above (Salesforce, SharePoint, EDI, telephony systems).
• Exposure to basic programming or scripting, such as SQL or PowerShell, and an understanding of how these can be used in an IT support context.
• Participating in project teams or having some experience with project coordination (for example, during university projects or previous work experience).
• Handling customer-facing responsibilities (technical or non-technical) that demonstrate strong communication and service skills.