Individuals specializing in application support provide support for the live application software that business users are dependent on.
Responsibilities vary, but typically a support specialist will concentrate on a specific application, or group of applications. They may be responsible for advising and guiding users directly, but more usually they are responsible for diagnosing the root cause of issues referred from the service desk, and either fixing the problem or managing it through to resolution within defined service levels.
Application Support Analysts are also responsible for identifying known errors and problem trends and for finding permanent solutions. They frequently help with training of new staff and providing expert advice to the business, and to staff on the service desk.
They will be responsible for planning application system upgrades, installation of new releases, and migration to new systems, and may also get involved in writing specification for business requirements.
- Investigate, diagnose and solve application related problems
- Install and upgrade software
- Schedule installation work to meet priorities and minimize disruption
- Maintain security and functionality through application of program temporary fixes.
Potential Next Steps
IT Project Support, IT Project Manager, Security Analyst
How to get there
AXELOS professional certifications are recognized worldwide by employers as an indicator of your skills and commitment as an ITSM professional.
The following certifications are aimed at practising Application Support Specialist and will support your development into more senior ITSM roles: