Application Support Analyst

Red 10; Greater London; Hybrid; GBP 34,000 - 41,000; Full time

Job summary

A London-based insurance firm is seeking an Application Support Analyst to provide 1st and 2nd line support for internal and external users. The role involves managing tickets, ensuring customer satisfaction, and performing SQL configurations. The ideal candidate will have experience with ITIL framework, JIRA, and some SQL skills in a financial services environment. This position offers a hybrid working model with a base salary of up to £41k plus bonuses and benefits.

Qualifications

• Customer focused 1st/2nd Line Application Support experience in financial services, preferably insurance.
• Ability to assess, prioritize, and manage demand effectively.
• Experience with user management tools.

Responsibilities

• Provide 1st & 2nd line support for internal and external user requests.
• Manage and close tickets to ensure customer satisfaction.
• Run SQL configuration changes and queries for troubleshooting.

Skills

Excellent communication skills

Keen eye for detail

Experience with ITIL framework

Experience with JIRA Service Desk tool

Some SQL or other Database scripting language skills

Tools

JIRA

SQL

PowerBI

Job description

Application Support / SQL / JIRA / ITIL

Perm Application Support Analyst, hybrid working, London based insurer, upto £41k base + bonus & benefits.

KEY SKILLS

• Excellent communication skills
• Keen eye for detail
• Experience with ITIL framework and JIRA Service Desk tool
• Experience of User management tool
• Some SQL or other Database scripting language skills

THE ROLE

You will be provide 1st & 2nd line support for internal and external users request ensuring tickets raised are managed and closed effectively to the customers’ satisfaction and SLA’s are met. You will elevate tickets to the relevant teams as necessary tracking the resolution and ensuring all stakeholders are kept informed and assigned tickets in a timely manner. You will carry out SQL configuration changes and run queries to assist in troubleshooting issues, produce reporting on Service Desk statistics as necessary while updating and maintain documents and procedures.

THE CANDIDATE

The successful candidate will be a customer focused 1st / 2nd Line Application Support SME working within the financial services (preferably insurance) with excellent communication skills. You will have a key interest in cloud based technologies, experience with ITIL framework and JIRA Service Desk tool, ability to assess, prioritise and manage demand and work effectively independently and as part of a small team. Technical experience of User management tool, SQL or other Database scripting language skills (Preferable) & PowerBI is ideal.

CLIENT SECTOR

London Market insurance industry