Junior EPR Support Analyst
This job does not exist anymore.
Try running a new search or browse our vacancies.
Or fill in the form below to receive job alerts.
| Job Type | Permanent |
| Area | Maidstone, United Kingdom |
| Sector | ITHealthHealth - Health or Social Care |
| Start Date | |
| Job Ref | LH9925 |
- Description
Salary: to £25,000 DOE + Benefits
Mandatory Skills and Experience:
The post holder must have knowledge / experience of:
• Service desk function and the support lifecycle
• MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
• Ability to organise and co-ordinate areas of work for yourself and others
• Strong relationship building, influencing and negotiating skills
• Strong written & verbal communication and interpersonal skills
• Excellent customer relationship skills
• Be dependable and flexible.
• The ability to self-motivate
• The ability to cope with the inevitable stresses of the role (such as working to tight
deadlines) is a requirement where appropriate, as is the ability to switch off from work at the end of the day.
Desirable Skills
It is desirable for the post-holder to have knowledge / experience of:
• Working within a software development company
• Microsoft SQL Server, including writing basic SQL database queries
• Troubleshooting
• Working with remote desktop software
• Agile software development
• JIRA and Confluence
• iOS and cloud-based solutions such as Microsoft Azure.
Background:
Our team provide support for the configuration and use of an EPR product as well as a number of standalone products across the product suite. The support team consists of 1st, 2nd & 3rd line support with some additional responsibility for managing and assisting with technical deployments and upgrades and within the support function there are 2 teams who support different product areas.
The Junior Support Analyst role provides predominantly 1st and 2nd line support as part of the team that supports clinical software products.
The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated, updated and
managed within SLA.
The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers.
Following successful completion of pre-agreed objectives over a 12-18 month period, the postholder
will progress to the position of EPR Support Analyst.
Duties and Responsibilities:
• Manage the support of customer issues using the company ITSM tool, JIRA
• Investigate incidents related to the products which may require the use of Microsoft SQL
skills to obtain resolution
• Use initiative to process and prioritise faults according to incident type and in line with SLA
• Correctly assign calls to resolver groups or individuals in line with process in a timely
manner
• Author knowledge based articles for both internal staff and customers
• Be involved in the regular running of data fixes
• As required apply environment configuration or localisation settings
• Ensure technical documentation is up to date
• Ensure ITIL process is followed for all incidents
• Ensure all time spent is accurately logged on the Service Desk system
• Attend meetings as required, these may be in other System C offices from time to time.
Wilde Associates is working in the capacity of an Employment Agency for this role
