Application Support Analyst

About PureGym 

Since our launch in 2009, Puregym has been pioneering the model for high-quality, affordable and flexible fitness. Our mission to inspire healthier nations has led us to become the UK's favourite gym and now an international success story, currently operating across Denmark, Switzerland, the USA, Saudi Arabia and UAE with many more to come! 

We are driven by the passionate people of PureGym, who create brilliant environments for our members and the communities we serve. Our unique "Everybody Welcome" approach provides a friendly, warm and welcoming environment for our members and our ambition to double in size over the next few years gives a great opportunity for our teams to grow and accelerate their careers 

We are looking to recruit an Application Support Analyst, responsible for providing technical support and troubleshooting assistance to users of our PureGym's software applications.  Collaborating with cross-functional teams to ensure the smooth operation and optimal performance of our applications, helping to resolve issues and improve user satisfaction.

The Team

Group IT Operations provide overarching support for all IT systems and services across the Pure Gym group, including owned gyms and international franchises. With over 350 sites in the UK, 200 in Denmark, 40 in Switzerland and franchise in Saudi Arabia and UAE, the team support the entire internal user base and all of our member systems, including our website, mobile app, gym access and back office systems.  These services are critical to the safe and consistent fitness experience of our 2m+ members.

The Role

This is a Hybrid working role, based in our Leeds Office working a minimum 2 days in the office.

Key duties will include:

• Provide technical support and troubleshooting assistance to users of PureGym's software applications, including diagnosing and resolving technical issues, answering user inquiries, and providing guidance on application usage.
• Serve as the primary point of contact for application-related support requests that the Service Desk cannot resolve, documenting issues, troubleshooting steps, and resolutions in a ticketing system.
• Perform application installations, upgrades, and configurations, ensuring compatibility with existing systems and adherence to security and compliance requirements.
• Monitor application performance and availability, proactively identifying and addressing issues to minimize downtime and optimise performance.
• Develop and maintain technical documentatiaon, including user guides, knowledge base articles, and troubleshooting procedures, to facilitate self-service support and knowledge sharing.
• Participate in the testing and validation of application changes, enhancements, and updates, ensuring they meet quality standards and do not adversely impact user experience.
• Collaborate with third parties as required to investigate and resolve complex application issues, escalating unresolved issues as needed and following up to ensure timely resolution.
• Collaborate with vendors and service providers to troubleshoot and resolve issues related to third-party applications and integrations.
• Stay current with industry trends, emerging technologies, and best practices in application support and IT service management.
• Provide training and support to end users, helping them leverage the full capabilities of Puregym's software applications.

The Person

• Ideally a minimum of 2 years of experience in IT application support or a similar role, with a strong understanding of software applications and their underlying technologies.
• Proficiency in troubleshooting software applications, with experience diagnosing and resolving technical issues in a timely manner.
• Strong customer service and communication skills, with the ability to effectively communicate technical information to non-technical users.
• Experience working with ticketing systems, service desk tools, and remote support technologies.
• Familiarity with ITIL best practices and IT service management processes, such as incident management, problem management, and change management.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and adapting to changing business needs.
• Strong analytical and problem-solving skills, with a methodical approach to issue resolution and a commitment to continuous improvement.

The Benefits

We believe we are the best at what we do and attract the best talent in the market. Our benefits go beyond the core benefits outlined below and give the successful candidate an opportunity to grow and build a truly rewarding career.

• Gym Membership +1
• Flexible Working
• 25 Days Annual Leave + Bank Holidays + 1 Personal Day
• Holiday buying scheme
• Private Medical Insurance
• Company pension contribution
• Life Assurance

Our Values 

• Make a difference. Excite and inspire others. ‘Own it’ and be the best we can be. 
• Stand Shoulder to Shoulder. Collaborate and share with each other. Include everyone and embrace uniqueness. 
• Focus on the detail. Care about the little things. Have determination and resilience to get the job done. 
• Play to Win. Improve and innovate – never get complacent. Challenge ourselves and each other. Celebrate our success. 

PureGym is proud to be an equal opportunities employer. Our company mantra is ‘Everybody Welcome’ and we are dedicated to promoting a diverse and inclusive place to work. From a hiring standpoint, we welcome applicants from all backgrounds and are committed to ensuring that our PureGym colleagues reflect the diversity of the nation as well as our millions of gym members we serve. 

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Join us on our mission to inspire a healthier nation.