IT Support Analyst

HIBL; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

HIBL is seeking an IT Support Analyst to provide excellent customer support primarily for Salesforce applications. The role involves managing user accounts, resolving IT incidents, and collaborating with senior management to ensure smooth operations. Ideal candidates will be proactive, possess strong SQL and communication skills, and thrive in a dynamic IT environment.

Benefits

Family policies

Health and wellbeing programs

Volunteer leave

Qualifications

• Ability to write SQL queries.
• Strong communication skills and adaptability.
• Experience in system administration and configuration.

Responsibilities

• Responding to incidents and managing tickets.
• Creating and maintaining knowledge articles.
• Proactively resolving issues within Salesforce.

Skills

Customer satisfaction focus

Proactive attitude

SQL query writing

Strong communication skills

Adaptability

Problem-solving

Experience in fast-paced IT

Salesforce knowledge

Job description

DUAL has been a unique MGA since 1998, built on expertise, intelligent underwriting, and an entrepreneurial mindset. Our philosophy remains relevant as our global partners rely on our underwriting teams to navigate an increasingly complex world and meet emerging client needs.

A career that grows with you

DUAL is a people-first company where you can bring your whole self to work and develop your potential.

IT Support Analyst

Role Overview:

As an I.T. Support Analyst at DUAL, you will provide exceptional, customer-focused support primarily on Salesforce and other applications.

The Service & Support team supports users across UK and Europe, managing IT security, disaster recovery, and business continuity planning, working with colleagues and vendors worldwide.

You will support a range of applications, including vendor applications and our bespoke Salesforce system, working with a global team and reporting to the Service and Support manager.

You will need:

• Understanding of the Salesforce ecosystem and exposure to industry-leading technologies.
• A proactive attitude, willingness to learn, and a focus on customer satisfaction.
• Comfort in communicating with colleagues at all levels and across disciplines.
• Ability to investigate issues independently and analyze root causes.
• Utilize the team's knowledge and maintain a network of contacts within DUAL and its parent group.

Responsibilities:

• Responding clearly and effectively to incidents.
• Managing tickets within our ITSM platform, crucial for executive management.
• Creating and maintaining knowledge articles for the IT team.
• Managing user accounts and licenses, including onboarding and deactivation.
• Proactively resolving issues and implementing configuration changes in Salesforce.
• Collaborating with senior management to identify trends and issues.

Qualifications & Background:

• Ability to write SQL queries.
• Strong communication skills.
• Adaptability to changing priorities and multitasking.
• Experience in system administration and configuration.
• Ability to analyze and resolve complex system problems.
• Experience in a fast-paced IT environment.
• Enthusiasm for continuous professional development.

Desirable:

• Experience working with offshore service providers.
• Salesforce administration certification and experience with Sales Cloud, Service Cloud, and Experience Cloud.
• Knowledge of monitoring tools and insurance platforms.
• Active participation in IT communities.

DUAL is where ambitious people thrive

Our entrepreneurial spirit and independence allow you to use your talents fully, helping clients and colleagues do more. We aim to be the world’s best underwriting business.

Working here is rewarding

Enjoy job satisfaction, a stimulating culture, and benefits such as family policies, health and wellbeing programs, insurance, rewards for long service, and volunteer leave.

Reasonable adjustments

We provide accommodations to meet your needs, including flexible hours and hybrid working options. If you're interested but have concerns about fit, apply and discuss your needs with us.

The power to change our world

We act responsibly, supporting our communities and striving to be a force for good, reflecting our entrepreneurial spirit beyond office hours.