Service Desk Support / Level 1 Application Support Analyst

We’re Cegedim Insurance Solutions, on a mission to enable health insurers to rapidly add value through our technology solutions. Actisure is our award-winning product which has led us to become a leading worldwide supplier of software to health insurers. It’s an extensive platform consisting of Core back office automation, Open API and integration suite and Digital solutions serving customers and all parties in the insurance value chain.

We’re looking to recruit a hybrid working Level 1 Application Support Analyst to deliver support for the companies applications to customers worldwide. The application support team currently has six support analysts based in Bristol and is the first line of contact for all the client queries, working conscientiously to ensure customer concerns are addressed effectively and providing resolutions within the SLA.

Key responsibilities:

• Triaging Incidents logged within the Service Desk system
• MS/SQL Server script execution in production and non-production environments
• Working directly with client representatives to progress issues/requests
• Collaborating with colleagues to progress issues/requests and further understanding
• Following the CIS Service Call Management Process
• Contributing to the company knowledgebase with FAQs, ‘How to…’ and technical articles
• Liaising with different teams for progressing issues through to resolution
• Other Cloud hosted application support activities
• Assisting with the download of databases from clients and their restore locally
• Escalating issues to development for further in-depth analysis

Essentials skills and experience:

• Experience of working in ticketing systems
• Application support experience in the software development industry
• Analytical and problem-solving abilities with strong customer service skills
• Good communication and interpersonal skills, with a focus on listening and questioning

Desirables skills and experience:

• Good MS/SQL Server script writing experience
• Experience within the medical insurance industry
• Knowledge and experience of supporting insurance, financial or accounting systems
• Knowledge of VB/.NET applications
• Knowledge of Webservices, Gravitee, Kubernetes, Swagger

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