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What is Application Support?

What is Application Support?

f.d.m. application support analyst consultants working at a desktop computer.

How can we define what Application Support is in a word? Simply put, it is service; understand this and you appreciate what you deliver on a daily basis. How it is delivered is a separate issue discussed later in this blog.

Application Support Analysts support IT services delivered to users within an organisation, enabling the required business processes needed for the business to be successful. By default, Application Support Analysts enable people to execute their responsibilities within their relevant business processes.

As such, they deal with people both on a business level and IT level of understanding; they act as the technical point of contact to fix application and systems issues, or incidents as they are known, that disrupt the service they depend upon. Remember these are production (live) issues and need immediate attention to resolve. They need Application Support - the Analysts deliver that need in the form of a service.

To do this Application Support Analysts need to have excellent communication skills, both verbal and written, an acute understanding that other people within the business depend on them, and the realisation of how to respond to that dependency via acknowledgement, updates and resolution. These are the primary roles of the position.

The following attributes are essential in successfully developing a career within Application Support:

  • Communication skills & active listening
  • Empathy with users
  • Acceptance of ownership
  • Patience and understanding
  • Investigation & diagnostic skills (be like Sherlock Holmes)
  • Language skills (in some cases)

In terms of how these services are delivered naturally IT ability is required. At a high level it is an understanding that it is applications, which deployed within IT systems, provide the technical face of the service the business requires.

With this in mind, as an Application Support Analyst you need to demonstrate competent IT literacy and ability around applications and systems. The FDM Graduate Careers Programme will take your current technical knowledge and ability and increase it to commercial ability, with the core technical areas being databases and SQL, and operating system platforms such as UNIX/Solaris and/or Windows. Further capabilities will ensure success in building your Support Analyst career. Again the following skills will be enhanced through the Academy:

  • Sufficient technical knowledge
  • Business awareness
  • Cultural awareness
  • Service Awareness (ITIL)
  • Investigation & diagnostic skills (be like Sherlock Holmes)
  • Support tool knowledge

Application Support is a challenging, dynamic and exciting career involved in delivering live IT environments that enable businesses daily. Your view of IT within business is holistic, from front to back, with many career path opportunities.

Are you interested in training for a career in IT or business intelligence? You can do so on our award-winning Graduate Programme, Ex-Forces Programme or Getting Back to Business Programme.

Updated 31 May, 2019

 


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