Service Desk Support Analyst

New Yesterday

Were working with a Bristol based tech co. looking to recruit a hybrid working Level 1 Application Support Analyst to deliver support for the companies applications to customers worldwide. The application support team currently has six support analysts based in Bristol. The support team is the first line of contact for all the client queries, working conscientiously to ensure customer concerns are addressed effectively and providing resolutions within the SLA.
Their companies mission is to enable Health Insurers to rapidly add value through technology solutions, utilising their award-winning product which has led to them becoming a leading worldwide supplier of software to health insurers. The company develop an extensive platform consisting of core back-office automation, open API and integration suite and digital solutions serving customers in the insurance value chain.
Key responsibilities:
Triaging Incidents logged within the Service Desk system
Cloud hosted client user accounts management
MS/SQL Server script execution in production and non-production environments
Working directly with client representatives to progress issues/requests
Collaborating with colleagues to progress issues/requests and further understanding
Following the CIS Service Call Management Process
Contributing to the company knowledgebase with FAQs, How to.. and technical articles
Liaising with different teams for progressing issues through to resolution
Other Cloud hosted application support activities
Assisting with the download of databases from clients and their restore locally
Escalating issues to development for further in-depth analysis
Essential skills and experience:
Experience of working in ticketing systems
Application support experience in the software development industry
Analytical and problem-solving abilities with strong customer service skills
Good communication and interpersonal skills, with a focus on listening and questioning
Desirable skills and experience:
Good MS/SQL Server script writing experience
Experience within the medical insurance industry
Knowledge and experience of supporting insurance, financial or accounting systems
Knowledge of VB/.NET applications
Knowledge of Webservices, Gravitee, Kubernetes, Swagger

TPBN1_UKTJ
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Location:
Bristol
Salary:
£30,000
Job Type:
FullTime
Category:
IT

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