IT Support Analyst

A well established and high performing insurance business has an exciting opportunity for an IT Support Analyst to join a dynamic fast paced IT team and be responsible for covering the role of internal IT technical support contact for first line day to day user support and application systems support.

Key Responsibilities

• Provide technical support with 3rd party assistance, triage and, where appropriate, escalation or resolution of hardware and software issues for internal staff.
• Provide IT guidance and best practice to internal staff and its Underwriting Cells.
• Liaise with third-parties that extend beyond Tech Quarters.
• Demonstrate a confident presence when dealing with IT matters to both suppliers and staff.
• The role incorporates problem solving and can necessitate making recommendation to third party experts – requesting that they consider alternative methods for resolution. For complex cases, it is expected that the ISA manages unresolved issues to resolution until fully resolved and communicates effectively.;
• Internal IT contact for suppliers and staff
• Support staff with daily IT issues
• Maintain logs including issues, downtime, change, assets
• Train new staff when on and off-boarding
• Raise and manage support tickets through to conclusion
• Escalate to internal IT team where appropriate
• Be the ‘right hand man’ for the in-house Service Desk Analyst
• Effectively capture, understand, define and document business requirements
• Participate in workshops and interviews with our users and stakeholders
• Carry out admin duties on Instanda, Xuber, Qlik-sense, intranet and website platforms
• Site administration and development of SharePoint
• Support, development and change of application reporting and data
• Working in general areas of IT providing support where required

Essential Skills / Experience

• Advanced knowledge of Microsoft product
• Experience of providing user support from desktop to application issues
• Experience of working with 3rd party support vendors
• Experience of report production and data analysis
• Experience of working with business users to define application development
• An ability to write business requirements that gather users’ key criteria and align these to commercial and technical considerations will be a key to your success
• Good analytical and problem-solving skills.
• Stakeholder management or workshop facilitation experience is an asset
• Experience with tools such as Photoshop, Sketch, Illustration, InVision or Zeplin plus CSS, HTML and Javascript
• SharePoint experience desirable but not essential.
• Exposure to the insurance industry
• Excellent Communication Skills