Platform Support Analyst

Platform Support Analyst

Guernsey, Haywards Heath or Salford Quays
£24k to £37k - depending on experience
Technology & Data
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We have a fantastic opportunity for a Platform Support Analyst to join our talented Technology team in either our Salford Quays, Manchester, Haywards Heath, West Sussex, or our offices in Guernsey.

You’ll provide second- and third-line support in relation to IT issues, incidents and service requests predominantly around our core platform Focus and integrated third party services.  You’ll also help to sustain high Service Level Agreement (SLA) results to ensure quality of service to our business end users within expected time frames to guarantee data quality is at is maximum allowing accuracy within core business reporting.  

To be successful in this role, you’ll need to:
  •  Have good understanding of First Central’s applications in one or all the following: FOCUS (Insurance Policy System), Microsoft Dynamics / Siskin (CRM System), AIA (Document generation), SharePoint (Collaboration Toolkit), Opsview Monitoring Tool, Atlas (CSM) Tool and / or Atlassian Confluence 
  • Hold certification in ITIL Foundation V3
  • Have Good time management and organisation skills and ability to adopt a logical approach to solving problems.

Job responsibilities
  • Log, analyse, triage and prioritise all IT Incidents, Problems and Changes received via all communication channels into the team 
  • Ensure systems, applications and services run and meet business SLA targets
  • Analyse incident, problem and change data to identify underlying causes and propose resolutions
  • Ensure team processes and procedures are kept up to date and followed by team members
  • 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
  • Provide extended support during delivery of Change, identifying any potential impact on infrastructure, the core platform; Focus or within any 3rd party services used across the platform.
  • 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
  • Qualification in ITIL Foundation V3
  • Experience and working knowledge of enterprise software, application support and delivery, Focus Platform, Cherwell Service Management Tool or similar
  • Experience in SDI Service Desk Analyst and MS SQL is desired
  • Knowledge of FCA requirements (including TCF)
  • Good understanding of the business data and daily reporting and significance in maintaining uptime of reports
  • Good knowledge within MS Office operating systems and applications, MS Windows servers, Service Management Techniques (ITIL Foundation and web platforms / web applications
  • Good understanding of IT infrastructure and networking
  • Ability to understand data and its value. To be able to create reports and dashboards from within the SMT and/or PowerBI
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…
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
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.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.
So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you 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)


View all benefits >

Flexible working

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


We give you an extra day off to celebrate a 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.