Application Support Analyst – Join a Leading Software Solutions Provider
Are you a problem-solver with a passion for technology and exceptional customer service? We’re looking for a Product / Application Support Analyst to join our growing team, supporting innovative applications used across the insurance and financial services sectors.
As the first point of contact for our clients, you’ll play a vital role in managing support tickets, diagnosing and resolving issues, and ensuring customers receive a seamless service experience. This is a hands-on position where you’ll combine technical expertise with strong communication and relationship skills to deliver outstanding results.
What you’ll be doing:
* Managing incidents from start to finish, ensuring SLAs are met
* Investigating, replicating, and resolving issues using SQL and internal QA environments
* Performing system configuration, deployments, and health checks
* Delivering client training and demos (both remotely and in person)
* Escalating and tracking issues through to resolution, keeping stakeholders informed
* Producing service desk performance reports and assisting with Power BI issue analysis
1. What we’re looking for:
* Strong customer focus and communication skills
* Experience with Service Desk tools (e.g., Jira Service Desk)
* SQL or database scripting skills (preferred)
* Knowledge of ITIL framework and support processes
* Detail-oriented, proactive, and able to manage multiple priorities
* Experience in the insurance or Lloyd’s market (advantageous but not essential)
Why join us?
You’ll be part of a collaborative, forward-thinking business that delivers configurable and scalable software solutions for a dynamic industry. We value teamwork, innovation, and a drive for excellence — and we invest in your growth and development.