Platform Support Analyst

Platform Support Analyst

Guernsey, Haywards Heath or Salford Quays
Closing date:
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We have a fantastic opportunity for a Platform Support Analyst to join our talented Technology team in either our Manchester, West Sussex or Guernsey office.

You’ll provide second and third line support in relation to IT issues and incidents, ensuring that Daybook processes are run and reported on. Logging, analysing, triaging and prioritising these issues, you’ll ensure resolutions are provided in a timely manner.

The successful candidate will also need to be proactive and reactive, ensuring all SLAs are adhered to, in order to provide an exceptional standard of support to all customers, products, services and platforms.
Job responsibilities
  • Ensure systems, applications and services run and meet business Service Level Agreement (SLA) targets
  • Analyse incident, problem and change data to identify underlying causes and propose resolutions
  • Own incidents and service requests throughout the lifecycle
  • Ensure team processes and procedures are kept up to date and followed by team members
  • Champion new features and best practice
  • Partner with the IT leadership team to define project technology scope, budget, schedule and deliverables
  • Work closely with internal and external development teams on new systems and changes to existing systems, ensuring they’re implemented efficiently and on-schedule
  • Assist with covering the supported hours via the Support Desk and telephone
  • Troubleshoot and manage the configuration of the existing technical capabilities to ensure that business requirements are met
  • Manage, support and coordinate post-release critical issues through to successful resolution, communicating and working with key stakeholders
  • Ensure compliance with company and other relevant standards and regulations at all times
Skills, knowledge & experience
  • Proven IT operations and service delivery management
  • Experienced in ITIL Foundation V3, enterprise software, application support and delivery and Focus Platform
  • SDI Service Desk Analyst is desired
  • Good understanding of the Atlas SMT Workflow and solid knowledge of Microsoft operating systems
  • Excellent communication skills, both verbal and written
  • Good time management and organisation skills
  • Excellent technical and problem-solving skills using a logical approach
  • Takes ownership and responsibility of issues through to resolution
  • Understanding of First Central’s applications in one or all the following:
    • FOCUS (Insurance policy system)
    • Microsoft Dynamics (CRM system)
    • AIA (Document generation)
    • SharePoint (Collaboration toolkit)
    • Confluence
What can we do for you? 
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

This role will involve working shifts to cover 08:00 – 20:00 Monday to Friday and you’ll be expected to occasionally work anti-social hours for specific project tasks and deliveries.

Are you the person we’re looking for? If so, we look forward to hearing from you. Apply today!

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


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Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

Get your birthday off

We give you an extra day off to celebrate your special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.