What can you expect?

The Support Analyst will provide front-line primary functional and technical support to end users on various business and technical issues.

They will also be responsible for responding to and resolving service tickets in a timely manner according to SLA. The candidate must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the next support level.

Finally, the Support Analyst will perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.

General Skills:

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ask customers targeted questions to quickly understand the root of the problem.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain jovial relationships with patform users.
• Ability to work under pressure and prioritize

Technical Skills:

• Database: MySQL, Oracle, MongoDB and SQL
• Hands-on experience with Windows/Linux/Mac OS environments.
• JIRA/Git/GitHub/ServiceNow.
• Excellent problem-solving and communication skills.
• Agile (good to have)

What you need to have:

• 1-3 Years of overall IT work experience preferable with knowledge on Insurance domain.
• Good analytical skills
• Good communication skills
• Experience in Incident, Problem and Change Management is good to have
• Good to have ITIL certification

What makes you stand out?

• Excellent Stakeholder management – Someone who can build a positive working relationship with peers/management and working with diverse business and technical user groups
• Should be Assertive – Ability to confidently put forward views in diverse groups
• English speaking & writing