Support Analyst - Group Insurance Underwriting | PGIM Ireland

What you will do*

In your new role as a Support Analyst you will be tasked with providing front-line user support for all Group Insurance Underwriting applications in Prudential Financial. Based in our State of the art Letterkenny office on a hybrid work basis, You will Log and categorize tickets, perform initial triage, and support users with routine troubleshooting, access, and documentation needs. In this role you will need to escalate complex issues to the Senior Support Analyst.

What you can expect

• Respond to user requests and issues originating from multiple applications (e.g., PRIME, Salesforce, CPM, etc.)

• Log tickets in the system (defects, enhancements, access, training/documentation) and provide initial triage

• Categorize issues and route to Senior Support Analyst or appropriate owner

• Perform basic UAT and support documentation updates

• Communicate resolution status and guidance to users; maintain user-focused service

• Support team training, communications, and knowledge base updates

• Escalate unresolved or high-priority issues to Senior Support Analyst

Process Flow & Escalation Responsibilities:

• Responsible for accurate ticket logging and initial categorization

• Escalates tickets beyond scope or complexity to Senior Support Analyst

• Maintains communication with users throughout the process

• Collaborates with: IT, Application Champions/SMEs, Training Lead (as required)

What you will bring

• Leaving Certificate or NFQ level 4 certificate

• 1-2 years/ relevant work experience

• Basic troubleshooting and documentation skills

• Customer service orientation; willingness to learn and grow

*PGIM welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

What we offer you

• Health Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.

• Annual Leave of 23 days at full pay, increasing with service.

• Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.

• Annual Bonus Programme & Shop LK Vouchers / CleverCards (subject to eligibility): Along with an annual bonus employees are rewarded with Shop LK Vouchers/ CleverCards which are paid tax free.

• Life Assurance: fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee's salary.

• Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.

PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants' gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community. PGIM Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit.

Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references. Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.

PGIM Ireland has been awarded the IBEC Keep Well Accreditation Mark, this is in recognition of our commitment to making our employees wellbeing a priority.