Associate Support Analyst    Ref: TUR438

Location: Solihull
Salary: £20k
Description: Our client have international presence being a leading I.T. solutions provider specialising in the insurance & financial services sectors. They are looking to expand their existing team based in Solihull.
 
 
   
Purpose:
Within a structured environment with limited supervision must provide first line service desk support to the customer base using the required standards, methods and tools as directed.
   
Key Duties:
  • Ability to investigate and provide solutions for issues raised either from client calls to the service desk or from internal sources
  • Ability to produce clear specifications relating to user problems that ensure timely and efficient solutions
  • Ability to recognise when a call is not readily resolvable, and how to escalate it
  • Ability to carry out testing and investigate and report error found
  • To assist the Service Desk Manager and/or Service Desk Team Leader to control the number of calls open on the Help Desk
  • To use the formal call logging system in place, and be responsible for the quality of the information recorded
  • Ability to work as part of a team
  • Demonstrate an excellent customer service focus when dealing with clients
  • Produce site visit reports and following up actions where appropriate
   
Key Relationships:
  • Develop and maintain excellent relationships with all external customers both at a user level and at a management level
  • Develop and maintain excellent relations with all internal functions such as development and technical areas
   
Qualifications:
 No formal qualifications are required however an ITIL foundation qualification would be advantageous.
   
Experience:
  • Computer literacy
  • Knowledge of Financial Services industry
  • A working knowledge of one or more of the following:
    • SQL
    • Windows
    • Microsoft Office Products

Equivalent work experience preferably in one or more of the following areas:
  • General IT Training/ Application Support
  • Financial Services
  • Life Company
  • Financial Adviser

Working knowledge of any Insurance product including good knowledge of one or more areas/sub-systems of the product, its technical development environment and the database structure experience of working on a Service Desk, analysing and resolving client issues. This includes familiarity with the use of SQL and/or database manipulation techniques used in data conversions.