IT Support Analyst

Helping you do more

DUAL is a different kind of MGA and has been since day one in 1998. We’ve built our business on the idea that when industry expertise, intelligent underwriting and an entrepreneurial mindset come together, insurance can help our partners thrive. Today that philosophy is as relevant as ever. Our intermediary and carrier partners around the world rely on our underwriting teams to take initiative, lean into the challenges of an increasingly complex world, and respond to our clients’ emerging needs.

A career that grows with you

DUAL is a place where you can bring your whole self to work – a people-first company that helps you be the best you can be.

IT Support Analyst

Role Overview:

As an I.T. Support Analyst, you’ll play a vital role at DUAL, delivering exceptional, customer focused & service driven support on a variety of applications, Salesforce being the primary technology.  

The Service & Support group have a wide remit, they currently support users in UK and Europe with colleagues and vendors across the globe inclusive of coordination of IT security, DR and BCP planning.

The profile of the applications/utilities we service include industry leading vendor supplied applications which we actively administer and trouble shoot, as well as our own bespoke Salesforce implementation developed internally with multiple partners.

You will work alongside a team of other support analysts across the globe with a blend of experience and seniority, You will report into the Service and Support manager who will provide direction on your daily tasks and assist in the growth of your career.

You will need:

• An understanding of the Salesforce ecosystem and exposure to industry leading technologies.

• A desire to keep learning, be proactive and help us continually improve and enhance our ecosystem while keeping colleagues & users’ satisfaction as a priority.

• To be comfortable speaking with colleagues at all levels (Up to COO) and be able to work across multiple business and I.T. disciplines.

• The ability to adapt your communication to cater for different audiences.

• To work under your own initiative when investigating and analysing issues, ultimately pinpointing root causes.

• To ensure you take full advantage of the breadth of knowledge within the team and maintain an active network of contacts across both DUAL and its parent group.

Responsibilities

• Providing clear and concise responses to all incidents raised.

• Administration of tickets within our ITSM platform is a key responsibility, this is heavily relied upon by executive management.

• Compile and maintain knowledge articles used by the wider IT group.

• User and license management including new user setup/deactivation, roles, profiles, permissions, public groups.

• Be proactive in providing resolution to issues.

• Configuration changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards, documents & reports.

• Actively work with more senior management of staff to highlight trends/issues.

Qualifications & background

Required:

• Ability to write SQL to query databases.

• Excellent communication skills.

• Ability to adapt to changing priorities and to be able to context switch.

• Experience in administration/configuration of administration systems.

• Ability to effectively analyse and resolve complex system problems.

• Experience of working in a rapidly changing fast paced dynamic IT environment.

• A proactive attitude to enhancing the platform with the end goal of providing a stable platform and service.

• Demonstrates enthusiasm towards continued personal/professional development.

Desirable:

• Worked with offshore service providers.

• Salesforce product knowledge and minimum 6 months hands-on administration experience with Sales Cloud, SFI and Experience cloud being a bonus.

• Certified Salesforce Administrator.

• Exposure to monitoring tools and processes.

• General understanding of insurance platforms & products.

• Active in the IT community i.e. Forums, StackExchange etc.

DUAL is where ambitious people thrive

There’s an independent spirit and an entrepreneurial feel that run throughout the business. You’ll have greater freedom to use your talents to help clients and colleagues do more. We believe that’s fundamental to realising our vision to be the world’s best underwriting business.

Working here is rewarding

As well as job satisfaction and a stimulating culture, working at DUAL comes with all the benefits you’d expect from a global business – and some you wouldn’t.

— Family-first policies that support you through all of life’s milestones

— Health and wellbeing benefits including private medical insurance and more

— Critical illness and life insurance cover to give you extra financial security

— A choice of rewards for every five years of service, including shares

— Volunteer leave so you can make a difference outside of work too

Reasonable adjustments

At DUAL, we're committed to providing reasonable accommodations to make sure our positions align with our people’s needs. For example, we can always make adjustments to your office set-up – your software, hardware, desk and so on. We may also be able to offer flexible hours or hybrid working depending on your role and location. If you're excited about this position but have doubts as to how ‘workable’ it is for you, please send us your application. If your profile fits the criteria, we’ll be happy to chat about any reasonable accommodations you may need.

The power to change our world

As a business, DUAL is about taking action. It’s fundamental to our entrepreneurial spirit, and it doesn’t just apply during office hours. It relates to the communities we move in and the world we live in. That’s why we constantly strive to be a force for good.

Permanent