Application Support Analyst

City of London, London
18 Jun 2017
17 Jul 2017
Contract Type
Full Time
An exciting opportunity for an Applications Support Analyst to join a growing London Market insurance group providing first and second line support for a number of bespoke business applications and service desk items raised by business users.

Key Responsibilities

• Provide high levels of in-house support for Business Applications, ensuring that users are fully satisfied with the levels of service that they are receiving in terms of application service desk items raised.
Build and maintain effective relationships with internal business users, other team members, and external vendors

• Ensure service desk items are classified by type (bug, change,etc) and recorded with appropriate details of the issue/request and steps to re-create the problem. Work toward resolving service desk items as quickly as possible.

• Escalate service desk items, as needed, for more advanced analysis, first with business application members, and potentially with 3rd party vendor of the application.

• Confirm with users when applications service desk items are resolved and subsequently close the service desk item with resolution details that in returns builds up the knowledge base for the application that users/IT can reference in the future.

Knowledge and Skills Required

• Experience within an IT function
• Experience of using Helpdesk Systems (Vivantio)
• Ability to prioritise and manage multiple calls
• Insurance experience would be an advantage but is not essential
• IT or Computing A level, BTEC or above.
• Excellent Microsoft Office Skills
• Knowledge of Macros/VBA
• Knowledge of SQL
Softer skills:
• Teamwork
• Proactive
• Problem solving and troubleshooting
• Communication, presentation
• Ability to work under pressure
• Time management
• Excellent customer service