Technical Support Analyst

3 weeks ago

London, Greater London, United Kingdom Verisk Full time
Application Support Analyst Job Overview

Role Objective:

Location: Hybrid

At Verisk, we are committed to exceeding our customers' expectations regarding our software solutions. Our dedicated support team is integral to the post-implementation phase and ensures a positive long-term customer experience through our support services.

This position is centered on providing ongoing Business-As-Usual support services within the ITIL v3 framework, which encompasses Service Transition, Service Operations, and Continuous Service Improvement. An Application Support Analyst with substantial experience in IT services is essential to delivering exceptional support to our esteemed clients, ensuring that their needs are prioritized in all organizational activities.

Key Responsibilities:

  • Proficiently understanding and executing departmental processes
  • Diagnosing and resolving application and system-related issues
  • Utilizing IT Service Management tools for incident and service request tracking
  • Collaborating effectively with technical support, development, and service delivery teams
  • Gaining a comprehensive understanding of the company's offerings and client business operations
  • Enhancing product knowledge and contributing to help center documentation
  • Prioritizing and escalating issues based on their impact
  • Managing time efficiently to adhere to service level agreements
  • Engaging with clients and stakeholders, providing training as necessary
  • Participating in service transition initiatives
  • Identifying risks and ensuring data security and management
  • Performing additional duties as required

Qualifications

Knowledge and Experience:

Essential:

  • Bachelor's degree in computer science or business information systems
  • A minimum of 2 years of experience in customer-facing software support
  • Ability to communicate effectively with both technical and non-technical stakeholders
  • Strong analytical skills for troubleshooting software and database issues
  • Proficiency in Microsoft Office and SQL query execution

Desirable:

  • Expertise in SQL database query writing
  • Experience within the insurance sector or web technologies
  • Familiarity with SQL Server Management Studio and associated tools

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