Application Support Analyst

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

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.