Stonebridge - Mortgage & Insurance Network
Applications Support Analyst
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Applications Support Analyst
At Stonebridge Mortgage Solutions
We’re expanding our IT Services function and are looking for an Application Support Analyst (Partner Support Consultant) who is passionate about delivering high-quality support, building strong relationships, and helping users get the most from our platforms and systems.
About Us
Stonebridge Mortgage Solutions is one of the UK’s leading mortgage and protection networks, supporting over 1,400 advisers and more than 700 partner firms nationwide. We deliver exceptional service, secure technology, and operational support that empower our advisers and appointed representatives to thrive.
Our Benefits
We believe great work deserves great rewards. Our successful candidate will enjoy:
- Great company culture built on openness, collaboration, and support
- Competitive salary and performance-related bonus (non-contractual)
- 22 days annual leave plus your birthday off, and up to 3 additional days for length of service
- Company pension with optional matched contributions up to 1.5%
- Hybrid working with flexibility to work from home
- Free breakfast, lunch, snacks, and drinks when working in the office
- 2 volunteering days and 1 team volunteering day each year
- 2 half-days of paid ‘me time’ to support mental and physical wellbeing
- Employee engagement activities, recognition schemes, and retail discounts
- Salary sacrifice schemes (home tech, cycle to work, pension)
- Gym subsidy, company sick pay, and EAP support
- Option to buy up to 5 extra days’ holiday
- £500 employee referral scheme
- Death in service cover and critical illness insurance
About The Role
As our Application Support Analyst (Partner Support Consultant), you’ll be the first point of contact for our Appointed Representatives (Mortgage Brokers), providing prompt, accurate, and professional support across telephone, webchat, and email.
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You’ll manage your own workload, resolve incidents and service requests, and play a key role in maintaining service excellence across our network. Working in a fast-paced, ITIL-aligned environment, you’ll help ensure our partners receive the outstanding support they expect from Stonebridge.
What You’ll Be Doing
- Providing high-quality support to customers and users of our application via phone, webchat and ticketing channels
- Diagnosing and resolving application-related queries, user issues, access requests and platform functionality questions
- Supporting users in getting the most value from our software through guidance, troubleshooting and best-practice advice
- Managing and prioritising incidents, service requests and customer enquiries in line with agreed service levels
- Investigating complex application issues and working with internal teams where escalation is required
- Communicating clearly and professionally with customers, stakeholders and colleagues at all levels
- Maintaining accurate case records and ensuring all interactions are documented appropriately
- Identifying recurring customer issues and contributing to product and service improvements
- Supporting incident and problem management activities, including root cause analysis
- Creating and maintaining knowledge articles, support documentation and user guides
- Assisting with user acceptance testing (UAT) and validating application enhancements and releases
- Contributing to operational reporting, customer service metrics and support performance insights
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Essential
What We’re Looking For
- Experience (or a Graduate in an IT-related subject with transferable knowledge to apply) within an Application Support, Software Support, SaaS Support or Customer Support environment
- Proven ability to troubleshoot and resolve application, platform or software-related issues
- Strong customer service skills with a focus on delivering an excellent user experience
- Excellent communication skills across phone, webchat and email channels
- Ability to explain technical concepts to non-technical users in a clear and friendly manner
- Strong problem-solving and analytical skills
- Ability to prioritise workload effectively and manage competing demands
- High attention to detail and excellent documentation skills
- Experience working within a structured support environment, ideally using ITIL principles
- Ability to work independently while contributing to a collaborative team
- Able to fully satisfy the pre-employment screening process, which comprises code of conduct, right to work, identity, 5 years referencing, AML, credit screen, financial sanctions and DBS checks
Desirable
- Experience in financial services or a regulated environment
- Familiarity with ManageEngine ServiceDesk Plus or similar tools
- Understanding of ITIL Foundation principles
- Experience supporting software platforms used by mortgage or financial adviser networks
Ready to Apply?
If you’re passionate about delivering excellent support and want to be part of a growing, forward-thinking organisation, we’d love to hear from you.
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