Digital Support Analyst

Key Responsibilities



1. Implementation & Deployment Support

• Assist with the phased deployment of MFA solutions across multiple digital applications and platforms.
  
  
• Facilitate user registration, onboarding and enrolment onto designated authentication platforms.
  
  
• Monitor adoption levels and identify potential barriers affecting successful implementation.
  
  
• Provide dedicated post-implementation and hypercare support during deployment cycles.
  
  
• Coordinate user communications and operational support activities throughout the rollout.
  
  
• Compile monthly progress dashboards highlighting implementation status, adoption and support feedback.
  
  
• Facilitate operational handover activities to designated support teams.
  
  
• Develop and document an interim support framework for the initial three-month post-implementation period.
  
  
• Act as the subject matter resource for digital onboarding and user support processes.
  
  

2. Technical & User Support

• Deliver Level 1 and Level 2 assistance for authentication-related incidents and service requests.
  
  
• Troubleshoot issues involving MFA registration, user authentication, device enrolment, SMS notifications, OTPs and access functionality.
  
  
• Refer complex or unresolved technical matters to the relevant Identity and Access Management (IAM) specialists.
  
  
• Manage incidents and service requests from logging through to resolution, ensuring adherence to agreed service levels.
  
  
• Maintain comprehensive records of reported issues, troubleshooting activities and resolutions.
  
  

3. Service & Operational Management

• Monitor the performance of MFA services and associated user support channels.
  
  
• Identify recurring technical issues and propose corrective or preventative actions.
  
  
• Assist in developing and maintaining operational procedures and support guidelines.
  
  
• Support the transition of implementation activities into ongoing operational support.
  
  
• Contribute towards establishing an effective and sustainable MFA service support framework.
  
  

4. Stakeholder Coordination

• Work closely with internal business users, brokers, external suppliers, business partners and support functions.
  
  
• Communicate recurring support challenges, user feedback and adoption concerns to relevant stakeholders.
  
  
• Collaborate with infrastructure, application, cybersecurity and vendor teams to facilitate issue resolution.
  
  
• Assist with user awareness initiatives and communications relating to authentication changes and digital access.
  
  

5. Performance Reporting & Governance

• Prepare and distribute weekly and monthly operational support reports.
  
  
• Track support volumes, incident trends, resolution rates and user onboarding progress.
  
  
• Identify operational risks, outstanding issues and resource constraints, escalating these to programme stakeholders where necessary.
  
  
• Attend relevant implementation, service management and governance meetings.
  
  

6. Documentation & User Enablement

• Create and maintain user manuals, troubleshooting guides, FAQs and knowledge base articles.
  
  
• Assist with user education and training to improve adoption and encourage self-service.
  
  
• Regularly review and improve support documentation, processes and knowledge resources.
  
  

Minimum Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems or a related discipline.
  
  
• ITIL Foundation certification would be advantageous.
  
  
• Additional qualifications or certifications in Identity and Access Management would be beneficial.
  
  
• Cybersecurity and Digital Technology certifications would be advantageous.
  
  

Required Experience

• 3-5 years' experience in IT support, application support, service management or incident management.
  
  
• Previous exposure to digital technology environments, preferably within the insurance industry.
  
  
• Experience providing support for Identity and Access Management (IAM) solutions.
  
  
• Practical exposure to authentication technologies, including MFA platforms and security solutions.
  
  
• Demonstrable experience managing IT incidents and service requests.
  
  
• Experience participating in enterprise technology implementation or deployment projects.
  
  
• Exposure to user onboarding, implementation hypercare and post-go-live support.
  
  

Technical Skills

• Understanding of digital technologies and cybersecurity principles.
  
  
• Knowledge of Identity and Access Management (IAM) frameworks and concepts.
  
  
• Familiarity with Active Directory, Azure Active Directory (Azure AD) or comparable identity management platforms.
  
  
• Exposure to authentication and security technologies within Google, WhatsApp, SMS, AWS and Microsoft environments.
  
  
• Experience using service management and collaboration platforms such as Jira, BMC, ServiceNow and Confluence, or similar tools.
  
  
• Ability to troubleshoot basic authentication, user access and access control issues.
  
  
• General understanding of information security practices and cybersecurity principles.
  
  

Key Competencies

• Strong service delivery and customer support orientation.
  
  
• Excellent analytical thinking and troubleshooting capabilities.
  
  
• Clear verbal and written communication skills.
  
  
• Effective stakeholder engagement and relationship management.
  
  
• Ability to perform effectively in a high-pressure, fast-moving environment.
  
  
• Strong organisational and planning abilities.
  
  
• High attention to detail and accuracy.
  
  
• Ability to manage competing priorities and multiple support requests.
  
  
• Collaborative approach with the ability to work across technical and business teams.
  
  

Desired Skills:

• MFA
• Stakeholder Management
• Performance Reporting
• Governance