Application Support Analyst

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

Job summary

A London-based insurance firm is seeking a Perm Application Support Analyst to provide 1st and 2nd line support for user requests. Key responsibilities include managing tickets, troubleshooting issues with SQL, and working closely with internal teams. The ideal candidate has experience in financial services, excellent communication skills, and knowledge of ITIL practices. This role offers a base salary of up to £41k plus bonuses and benefits, with a hybrid working arrangement.

Qualifications

• Customer-focused 1st / 2nd Line Application Support experience.
• Experience in the financial services sector, preferably insurance.
• Excellent communication skills.

Responsibilities

• Provide 1st & 2nd line support for internal and external users.
• Manage and close tickets effectively to meet customer satisfaction and SLA targets.
• Perform SQL configuration changes and troubleshoot issues.

Skills

Experience with ITIL framework and JIRA Service Desk tool

Experience with User management tools

Some SQL or other Database scripting language skills

Tools

JIRA Service Desk

SQL

PowerBI

Job description

Social network you want to login/join with:

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

KEY SKILLS:

• Experience with ITIL framework and JIRA Service Desk tool
• Experience with User management tools
• Some SQL or other Database scripting language skills

THE ROLE:

You will provide 1st & 2nd line support for internal and external users' requests, ensuring tickets raised are managed and closed effectively to customer satisfaction and SLA targets are met. You will escalate tickets to relevant teams as necessary, track resolutions, and keep all stakeholders informed. You will perform SQL configuration changes, run queries to troubleshoot issues, produce reports on Service Desk statistics, and update documentation and procedures.

THE CANDIDATE:

The successful candidate will be a customer-focused 1st / 2nd Line Application Support SME with experience in the financial services sector (preferably insurance), and excellent communication skills. A strong interest in cloud-based technologies, experience with ITIL, JIRA Service Desk, User management tools, SQL or other scripting languages, and PowerBI is desirable. Ability to assess, prioritize, and manage demands independently and within a small team is essential.

CLIENT SECTOR:

London Market insurance industry