IT Customer Support Analyst

3 weeks ago


Portsmouth, United States Axelon Full time
Job Title: IT Customer Support Analyst (Remote)

*Majority of this job will be emailing people to help them solve technical issues*

Responsibilities:

  • Provide application support to internal users under close supervision.
  • Apply analytical and technical problem-solving skills to triage user incident tickets.
  • Utilize ticket systems (Remedy, ServiceNow, Jira) and knowledge bases.
  • Analyze low to moderate complexity technical and business problems using general knowledge of industry, business operations, products, processes, data, architecture, vendor integration, and application connectivity.
  • Notify end-users of real-time issues within the environment.
  • Collaborate with more senior team members and other support teams to identify defects and user impact.
  • Seek to understand new functionality being implemented for monthly releases.
  • Identify opportunities for continuous improvement.
  • Adhere to metric-driven objectives, including time to resolve and the number of closures per day.
  • Participate daily in all required team and support group meetings.
  • Experience with Mainframe, Guidewire Suites, NexThink, AppDynamics, and/or Splunk is a plus.
Experience:
  • IT experience, 1-3 years of Insurance experience preferred
  • Customer Service
  • Insurance experience preferred.


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