Software Support Analyst
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| Job Type | Permanent |
| Area | Maidstone, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | LH10040 |
- Description
Salary: up to £28,000
The team provide support for the configuration and use of a patient medical record and clinical system product, which also integrates into a number of standalone products across the company’s product suite. The support team consists of 1st and 2nd line support with some additional responsibility for managing and assisting with technical deployments and upgrades.
The Support Analyst will be responsible for technically supporting the product as well as working with the 3rd Line and Development Team(s) when required to ensure they operate to a set of standard processes and apply a consistent approach to supporting the customer base.
The post-holder may often be in direct contact with customers and will be responsible for the prioritisation of issues ensuring customers’ needs are met from a support and SLA perspective. They will be expected to work to tight timescales and accurately update customers as to the status of their issues maintaining attention to detail. The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers.
The post holder must have knowledge / experience of:
· Working within a Service Desk environment for a minimum of 2 years
· Microsoft SQL Server, including writing SQL database queries, stored procedures, schemas and functions working within a software development company
· Technical operations and technical troubleshooting
· Writing technical documentation and knowledge-based articles
· MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
It is desirable for the post-holder to have knowledge / experience of:
· Agile software development
· JIRA and Confluence
· QA/Software testing
· iOS
· Cloud-based solutions such as Microsoft Azure
· ITIL 3.0 Foundation
The post-holder must have the following skills:
· An understanding of SLAs and their importance
· Ability to work independently and with others, as well as organising and co-ordinating areas of
· Strong relationship building, influencing and negotiating skills
· Strong written & verbal communication and interpersonal skills
· Excellent customer relationship skills
Duties and Responsibilities:
· Manage the support of customer issues using the company ITSM tool, JIRA
· Investigate incidents related to the products which 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
· Escalate any issues in advance of an SLA breach whilst retaining ownership
· To monitor support mailboxes and action any incoming mail
· Author knowledge-based articles for both internal staff and customers
· When required, perform and oversee deployments and upgrades and ensure technical documentation is up to date
· Provide Month End SLA Reporting in addition to any other incident management related reporting as required to effectively manage the issues and the team
· Ensure ITIL processes are followed for all incidents
· If required, participate in providing out of hours on call support
· Attend meetings as required, these may be in other offices from time to time
Job Title: Support Analyst
Location: Maidstone, Kent
Salary: up to £28,000
Job Type: 12 Month FTC – Maternity Cover
Job Reference: LH10040
Wilde Associates is working in the capacity of an Employment Agency for this role
