L1 Support Analyst – SAP (General Insurance)

Role Purpose

• To act as the first line of support and the primary point of contact within a General Insurance environment.
• This role is responsible for managing both routine and complex user-reported incidents, conducting initial issue analysis, and coordinating with internal and external support teams to ensure timely resolution and uninterrupted business operations.

Key Responsibilities

• Serve as the first-level support. Ensure effective communication with user and ensure user satisfaction is up to the standard.
• Analyse incoming incidents, provide initial troubleshooting, and determine the appropriate resolution path or escalation.
• Ensure ticket is addressed within SLA. Follow up Level 2 and Level 3 support efficiently.
• Collaborate with Production Support, Development, and other internal teams to resolve issues effectively.
• Validate and support testing of fixes before deployment to production to ensure system stability.
• Manage and update tickets, ensuring clear, timely, and accurate communication with end-users.
• Escalate high-impact or time-sensitive issues promptly to the Service Delivery Manager (SDM) or Head of Department (HOD).
• Maintain comprehensive documentation of incidents, resolutions, processes, and user support activities.

Job Specifications

1. Qualifications

• A Diploma or bachelor's degree in computer science, Information Technology, or a related field.
• Strong analytical thinking and problem-solving skills.

2. Skills

• Ability to work independently and manage tasks in a high-pressure, fast-paced environment.
• Excellent communication and interpersonal skills for effective user support.
• Familiarity with ITIL processes and best practices is an advantage.

3. Experience

• Prior experience in IT support, particularly within the General Insurance industry, is an added advantage.
• Exposure to SAP systems and ticketing tools like SAP Solution Manager (SolMan) is beneficial.