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IT Support Analyst (Applications)
REPORTS TO: Senior Applications Specialist
LOCATION: Swansea
FULL TIME
The IT Support Analyst (Applications) is a key member of the IT Applications function, providing first-line support for all business applications and acting as the primary point of contact for application-related user queries. The role focuses heavily on user support, adoption, documentation, and training, working closely with Application Specialists to ensure systems are well understood, effectively used, and stable post go-live. During peak periods, the role will also provide general IT helpdesk support to ensure service levels are maintained. This role is ideal for someone who enjoys working closely with end users, translating technical processes into clear guidance, and improving the overall user experience of business systems.
Responsibilities
Core responsibilities (Applications support + adoption)
- Act as first-line support for all applications-related user queries, providing timely, clear, and customer-focused assistance.
- Serve as the initial triage point for application issues, gathering relevant information, reproducing issues where possible, and escalating genuine defects to Application Specialists with clear context.
- Create and maintain Applications documentation (KB articles, quick guides, step-by-step instructions) in a standard format, working with the Application specialists to verify accuracy.
- Identify recurring issues or questions and proactively convert these into:
- Knowledge base (KB) articles
- Quick reference guides
- Process improvements or training recommendations
- Create, maintain, and continuously improve high-quality application documentation, including user guides, step-by-step instructions, and FAQs, ensuring consistency with documentation standards.
- Work closely with Application Specialists to validate documentation accuracy and ensure alignment with system configuration and best practice.
- Support user training and adoption activities, including:
- Delivering training sessions (remote or in-person)
- Creating supporting materials for system launches and changes
- Reinforcing best practice usage post-launch
- Escalate genuine defects/issues to Applications specialists with clear context and steps to reproduce.
- Assist with testing activities for new projects, enhancements, and third-party developments, including UAT support and regression testing where required.
- Provide post go-live support, handling “how do I” queries and supporting users as new systems, features, or processes are embedded.
- Provide first-line support for all post go-live "how do I" user questions.
- Review upcoming application releases and updates (e.g. Shopify, NetSuite, and third-party platforms), preparing in advance by:
- Understanding release impacts
- Supporting testing activities
- Helping communicate relevant changes to users and the wider IT team
- Provide general IT support cover during busy periods, aligned with helpdesk priorities.
- Any other duties deemed necessary for the role
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Required experience/skills
Technical & Systems Knowledge
- Strong understanding of the organisation’s core systems, particularly:
- NetSuite
- Shopify
- Celigo middleware
- Working knowledge of wider business systems such as:
- RF-Smart WMS
- Bergen CloudX WMS
- All other integrated third-party platforms
- Ability to quickly understand how systems interact across the wider application landscape.
Communication & Collaboration
- Excellent verbal communication skills, with the confidence to:
- Support users at varying levels of technical ability
- Deliver end-user training clearly and effectively
- Liaise with Application Specialists and other teams to share accurate and relevant information
- Strong written communication skills, with the ability to produce clear, concise, and user-friendly documentation.
- A collaborative and approachable team player who acts as an effective bridge between users, IT Support, and Applications teams.
Organisation & Personal Attributes
- Highly organised, with the ability to prioritise workload and manage competing demands effectively.
- Must possess exemplary attention to detail.
- Proactive mindset, with a natural inclination to improve processes, documentation, and user experience.
- Adaptable, ability to remain calm and focused in a fast-paced support environment.
- A positive, enthusiastic, can-do attitude, with a strong customer-service focus.
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Benefits
- DASH Cycle to Work scheme
- Generous staff discount
- Medicash Health Cash Plan
- Access to Health Assured employee assistance programme
- Hybrid working
About Toast
Born in a Welsh barn in 1997, TOAST has grown from loungewear and nightwear to become a unique lifestyle brand, creating and curating simple, functional, beautiful clothing, home ware and editorial. TOAST is renowned for its thoughtful, contemporary design and commitment to traditional textiles and craftsmanship. TOAST has studios in both London and Swansea and is one of the very few UK clothing brands with its own full pattern room. TOAST has shops throughout the UK and an online shop www.toa.st.
The emphasis within the TOAST workplace is:
- Thoughtfulness - In all we say and do. We foster a slower and more thoughtful approach for the benefit of people and the planet.
- Simplicity - Our creative approach is purposefully simple without sacrificing on functionality.
- Creativity - We embrace the use of imagination, experimentation, innovation and dynamic thinking to formulate original ideas.
- Integrity - We are honest, genuine and transparent. Our community trusts us to do the right thing.
- Courage - We strive to lead the way with brave choices and challenging discussions to encourage and inspire others.
As part of the TOAST team, you are a catalyst for the brand’s successes. To realize our ambitions, we need you to share our interests and values, have an enthusiasm for TOAST itself as well as a deep knowledge and love of your own specialist area. In return for your dedication, TOAST will offer a supportive and friendly working environment with flexible working hours and generous staff discounts. You will receive a comprehensive induction, including product and brand training, that helps to plant a deep understanding of TOAST that can be carried confidently through your work and into the outside world.
To apply
Please send your CV and cover letter to jobs@toa.st.
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