Application Support Analyst

Job Title: Application Support Analyst

Type: Permanent

Pay: £39,000-£41,000

Location: London, Hybrid (1-2 day per week)

A fast-growing InsurTech company are offering the opportunity for a customer-focused Application Support Analyst to be the first point of contact for their clients, ensuring a smooth and effective support experience.

Role Overview:

As an Application Support Analyst, you will be the go-to person for the customers’ support requests. You’ll handle queries and issues with care, making sure tickets are logged, managed, and resolved in a timely manner while adhering to Service Level Agreements (SLAs).

Key Responsibilities:

• Act as the first point of contact for customers, managing support requests via the service desk tool.
• Provide 1st and 2nd line support in respect of issues that are raised via the support desk
• Log, track, and resolve incidents and requests, ensuring prompt and effective responses.
• Communicate clearly and professionally with customers, keeping them informed of ticket status and solutions.
• Collaborate with internal teams to escalate and resolve complex issues.
• Carry out SQL configuration changes and run queries to assist in troubleshooting issues.
• Ensure all support activities meet agreed SLAs and customer satisfaction goals.
• Document processes, solutions, and customer interactions for knowledge sharing and continuous improvement.

Requirements:

• Proven experience in an Application Support or similar customer-facing role.
• Strong knowledge of service desk tools (e.g., Jira, Zendesk, ServiceNow, etc.).
• Experience with SQL or other database scripting languages for issue investigation and troubleshooting.
• Exceptional communication skills—able to convey technical information clearly and effectively to non-technical users.
• Strong problem-solving abilities with a focus on customer satisfaction.
• Knowledge of insurance or reinsurance terminology is a strong plus.

This is a hybrid role 1-2 days a week in London and will provide a salary range of £39-41k depending on experience. The wider package includes bonus, pension, healthcare and more.

If you’re passionate about delivering outstanding customer service and have the technical skills to back it up, please apply now!