RP239 / Application Support Analyst
About Hendy Group
Hendy Group has a heritage spanning over 165 years and represents 22 automotive brands across the South Coast, from Ford to Land Rover. As one of the UK’s largest multi-franchise dealership networks, they operate in eight counties and employ over 1,600 colleagues. Founded in 1859 as a bicycle shop, Hendy became Britain’s first Ford dealer in 1910 and remains family-run, now led by 5th generation Paul Hendy. Alongside new and used vehicle sales, Hendy offers comprehensive aftersales services including servicing, MOTs, accident repair, and parts. Specialist divisions include Hendy EV, Power, Performance, Car & Van Stores, and Leasing. In 2019, they launched the Hendy Foundation to support local charities and community projects.
Working at Hendy Group means joining a supportive, family-run business that values its people and invests in their development. Colleagues benefit from a wide range of perks, including increasing annual leave, enhanced family-friendly policies, private healthcare, and access to thousands of discounts through Perks at Work. Hendy offers clear career progression, extensive training, and encourages a healthy work-life balance. Loyalty and achievement are celebrated, with long-serving staff recognised and rewarded, and regular incentives for outstanding performance. The culture is inclusive and empowering, with a strong focus on well-being, teamwork, and community involvement through the Hendy Foundation
Full Job Description
What does this role do?
The Application Support Analyst is responsible for the day-to-day support, maintenance, and enhancement of key business applications within the Hendy Group. The role ensures timely resolution of incidents, effective troubleshooting, and continuous improvement of system functionality, directly impacting business operations. Success in this role is defined by maintaining high system availability, delivering quality support, and aligning applications to meet business needs. The Application Support Analyst is central to providing ongoing support across various departments, including Sales, Aftersales, and Finance, ensuring that the business runs efficiently and with minimal disruption.
Responsibilities
- Providing second-line support for key business applications, ensuring that incidents and service requests are resolved within agreed SLAs, contributing to the timely restoration of services and high user satisfaction levels.
- Regularly monitoring application performance, conducting routine maintenance tasks, and proactively identifying potential issues, escalating problems to relevant teams as necessary to ensure minimal disruption and preventing recurring issues.
- Acting as a liaison between end users, IT teams, and third-party suppliers to troubleshoot and resolve application-related issues, ensuring efficient communication and resolution processes to support business needs.
- Assisting with the configuration and ongoing development of applications to meet evolving business requirements, ensuring that system functionality is aligned with business processes.
- Documenting system processes, changes, and resolutions, contributing to the knowledge base to enhance operational continuity and improve service delivery.
- Participating in testing, change management, and implementation activities for system updates, new applications, and upgrades, ensuring smooth transitions and minimaldisruption to operations.
- Identifying opportunities to streamline processes and enhance system functionality through automation or improved workflows, aiming to increase operational efficiency and reduce manual tasks.
- Possessing excellent communication skills across all channels, specialising in building lasting customer relationships. You are friendly and knowledgeable with the ability to respectfully influence both customers and your colleagues.
- Adapting quickly to changing environments, as no two days are ever the same.
- Seeing the opportunity to continually improve yourself, your skills and product/regulation knowledge. You are loyal to the Group and value our investment in your development.
- Develop your knowledge of Group guidelines, procedures and Group policies to ensure they are adhered to by yourself, your colleagues and customers at all times to reduce any risk to the Hendy Group.
- All other reasonable activities as requested from time to time to perform at your best in your role.
About You
- Excellent analytical and troubleshooting skills to resolve incidents and improve application performance.
- Strong interpersonal skills with the ability to communicate effectively with both technical and non-technical stakeholders.
- Strong understanding of business application ecosystems, ideally within a retail or automotive context, to better support the business.
- Familiarity with ITIL service management practices and incident handling, ensuring effective incident management and system support.
- Working knowledge of SQL to query and troubleshoot data-related issues.
- Experience supporting ERP systems, HR platforms, and CRM systems (desirable).
- Knowledge of Microsoft Dynamics, SharePoint, or other enterprise platforms (desirable).
- Understanding of business processes within automotive Sales, Aftersales, or Finance functions (desirable).
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Hendy 8 Attribute
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Potentials
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Planning & Organisation
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Opportunity Seeking
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Risk Management
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Benefits Package
Enhanced Family Leave
Company Sick Pay
23-27 Annual Leave Entitlement Dependent on Service Length (over and above statutory)
Group Life Insurance (AIG)
Company Pension Scheme (AEGON)
Private Healthcare - AXA PPP (where eligible)
Flex Scheme (CBS) (where eligible)
Technician Tool Insurance
Bupa Healthcare Cash Plan
Recommend a friend and earn £750
Dell Advantage Discounts
Hendy Assist Discounts on Vehicle Purchases, MOTs & Servicing
10% Thruxton Cart Centre Discount
Perks at Work Discounts (Access to discounts at 10,000+ retailers)
Perks at Work Online Community Academy
Cycle to Work Scheme
24/7 GP with AIG Smart Health
Hendy Academy
Ask your Deerfoot contact for the full benefits brochure for more detailed information.
Why Apply through Deerfoot?
- We provide an impartial and consultative service that centres on equipping you with comprehensive and trustworthy insights regarding opportunities, devoid of any manipulative or coercive techniques.
- Client-side stakeholders place their confidence in our market knowledge and unbiased approach, leading to impressive CV submission to interview/offer ratios. Candidates represented by Deerfoot stand out rather than getting lost in the crowd.
- Our efforts are dedicated to securing the optimal outcome on your behalf. Upon reaching the offer stage, we engage in diplomatic negotiations to ensure the most favourable salary or day rate is achieved.
- For over two decades, we have undergone annual audits by BSI (the global leader in business process standards), consistently achieving the BSI 9001 Quality Standard without fail.
- As a REC Corporate Member, which is the recognised trade body for our industry, we firmly adhere to and uphold their code of Professional Practice
- With every candidate's CV that we present to a recruiting client, we contribute £1 to the Born Free Foundation.
- Since 2020, we have operated as a climate action workforce through Ecologi, effectively offsetting the entire carbon footprint of all our employees.
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