Support Analyst

3 days ago

Chelmsford Essex, United Kingdom Eurobase People Full time

Eurobase is an international software and service provider to financial institutions in over 25 countries. We provide enterprise wide solutions for insurance companies, banks and other financial institutions as well as IT recruitment services.

Our aim is to be recognised as thought leaders in the sectors we operate, and to deliver innovative solutions that provide real business value to our customers.

We pride ourselves on our personal approach, ensuring we deliver the support and flexibility our customers need and the service they expect.

Our customers have a long and lasting relationship with Eurobase and all will verify our approach to doing business and commitment to product investment - delivering ongoing value above and beyond our initial engagements.

Our purpose at Eurobase is to enable our partners to be more successful and we are on a mission to be the best provider of solutions and services to our chosen markets. We want to provide the highest value to our customers through delivery of powerful technology, leading industry expertise ensuring our culture enables our people to thrive within an ethical sustainable and successful business.

We have become a recognised leader in technology to the reinsurance, commercial and captive insurance sectors as well as banks and other financial institutions. We also have a successful specialist IT recruitment business providing both contract and permanent services within the UK

and Europe.

We C.A.R.E about our values, they are important in helping us achieve our cultural aspirations and are in service to our Purpose and Mission.

• Collaboration & Teamwork - To achieve successful results, we must work together effectively. Share information and build relationships.

• Accountability - Do what we promise, we accept responsibility for our decisions, actions, and results. We learn from our mistakes and grow stronger every time.

• Respect & Inclusion - We recognise that the thoughts, feelings, and backgrounds of others are as important as our own. We will be open to learning our own bias and changing behaviours. Diversity, inclusion, and belonging are fundamental to the success of Eurobase. We aim to make a significant impact in our efforts to foster an environment where everyone can thrive.

• Excellence - To provide excellent, high-quality products, services, and interactions. We strive to always exceed expectations.

The overriding purpose of this client-facing role is to ensure the excellent satisfaction of our live clients, both through direct support and by collaborating with peers and other colleagues on a range of activities. The aim is to respond quickly, communicate well, investigate a variety of issues and promptly resolve or escalate them, respond to service requests and to be involved in the delivery of change requests.

We are a team of specialists that provides supports for our enterprise (re)insurance and treasury applications to small groups of knowledgeable client staff across both Banking and Insurance lines of business. Clients’ staff often collate and triage their own internally reported issues first, so this is not a high volume user/desktop support role. The support tickets are relatively low volume and can be challenging, requiring a detailed level of business knowledge or technical understanding that Eurobase will help you develop.

This role provides an excellent starting point for career growth, as it will give exposure to a number of global insurance and banking clients, technologies and different types of work within Eurobase; with the potential to progress along either business or technical career paths.

Responsibilities:

  • Triage and investigate a wide range of business and technical incidents and requests, to either resolve them or to understand what the next steps are.
  • Gather the appropriate diagnostic data for the different types of issues.
  • Provide professional, clear and timely communication with clients and internal staff alike, both in writing and verbally.
  • Comply with contracted support terms, including meeting SLAs and ensuring that the support provided is within the support scope.
  • Contribute to the knowledge base with articles for common problems.
  • Ensuring the majority of your time is on chargeable client activities, with most of the rest of the time being used for day-to-day operational and continual improvement activities.
  • Attempt to replicate issues internally so they can be debugged by other team members.
  • Collaborate with other teams as required by the tasks at hand, including Technical Services in the support of Azure hosted environments.
  • Work with third parties in our support of clients, including providers of business intelligence tools and hosted services.
  • Test a range of fixes and code changes.
  • Manage tickets to meet resolution SLAs and reduce the unresolved ticket backlog.
  • Gather ticket data, analyse trends and share findings. A pro-active approach is welcomed.
  • Gather SLA data, produce reports, analyse root causes of failures and propose improvements.
  • Ensure continuous improvement of role and development of self.
  • Seek to continuously improve the quality and value of outputs by working with key colleagues.

Requirements:

  • Broad IT knowledge
  • Problem diagnosis
  • Excellent communication skills, both written and verbal
  • Self-starter with initiative, interest to grow and expand skills
  • Commitment to collaborative working
  • Good commercial awareness
  • Accountability and responsibility
  • Adaptability in the face of adversity
  • An interest to learn SQL
  • An interest to learn about Azure Cloud Computing Services
  • An interest to learn about the banking industry, especially treasuring

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