Job description


L2 Application Support Analyst (1060)

  • Location of work:
  • Department:
    Tech Product
  • Salary:

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.

We are now recruiting for an L2 Application Support Analyst to provide technical support of business and software applications, ensuring the smooth and stable operation to agreed standards. This includes technical analysis consisting of reactive actions, dealing with, and resolving issues relating to applications, participating in daily check ins and working with both internal and external customers. The role provides exposure to a range of applications and activities.

As a  member of the Technical Product team, you will have the opportunity to identify areas of development and proactively improve the quality of service offered. To be successful in this role you must have strong experience of troubleshooting and problem solving.

This is a hybrid role, working 3 days in our office in Leyland and 2 days remotely.

Job Accountabilities

  • Analyse incidents raised to understand problem statement and route causes, work with TPM and Service Delivery Manager to aid the prioritisation based on business impact.
  • Accurately and promptly triage tickets and ensure updates are provided.
  • Investigate, reproduce and capture evidence of application issues to resolve or escalate.
  • Own and manage functional queries on the applications.
  • Interact with 3rd party suppliers, business users, and other internal/external stakeholders on a regular basis to provide a quality response and resolution to the business.
  • Work with other IT teams in a collaborative way to ensure that knowledge is shared and documented and that issues get to the correct team.
  • Provide structured reporting to all stakeholders on actions and next steps.
  • Coach L1 team on improving initial triaging to reduce the number of issues assigned to L3, Development Team or 3rd parties.
  • Provide administrative support on system configuration and manage master setups, system rules and end-user access.
  • Produce, update and own knowledge repository for the applications within the scope of the role.
  • Establish appropriate workarounds to return staff to operational status.
  • Guide business users on adhering to Standard Operating Procedures/Business Processes and application user guides. Recommend automation/new processes to improve efficiency.
  • Identify risks of delay in incident resolution and escalate such delays to the management.

To be considered for this role, we need you to have the following skills, experience and qualifications:

  • Previous experience in troubleshooting
  • Strong analytical skills.
  • Great written, verbal communication and interpersonal skills
  • Microsoft Office software experience
  • Great relationship management skills
  • Able to translate complex ideas for non-technical customers.
  • Experience in using an ITSM tool such as ServiceNow or Manage Engine
  • Problem solving skills and experience.
  • Solid and well-developed customer service skills
  • Team Player
  • Results Driven
  • Attention to detail.
  • Travel/Airline industry experience is desirable. 

For more information, please click on the job description below.

Our state-of-the art office in Leyland is just 10 minutes from junctions 28 & 29 of the M6. We have some fantastic benefits, making us a great place to work:

  • 25 days annual leave, increasing to 28 days after 5 full years of service (+ bank holidays)
  • Additional annual leave purchase scheme 
  • Company pension scheme
  • Life assurance
  • Private Medical cover for you
  • Low-cost health care for your family
  • Employee Assistance programme
  • Ongoing development – we have an in-house People Development Team
  • Travel discounts – we have a dedicated Staff Travel Team to source the best deals for our people.
  • Industry/social events – including supplier events, office socials & parties and pop-up shops.
  • Cycle to work scheme.
  • Long service awards
  • Volunteer days – one day’s paid leave each year to volunteer with a registered charity.
  • dnata4good – supporting the local communities we work, live and thrive in
  • Refer a friend scheme.
  • Free eye care tests
  • Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping.  
  • Casual working environment
  • Free tea and coffee, subsidised on-site restaurant with free Wi-Fi and free car parking


Close map
Lancaster House, Centurion Way, Leyland, Lancashire, UK, PR26 6TX
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