Support Analyst
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| Job Type | Permanent |
| Area | Maidstone, United Kingdom |
| Sector | ITHealthHealth - Health or Social Care |
| Start Date | |
| Job Ref | LH10057 |
- Description
Salary: £25,000 to £30,000
The post holder for this role will play an integral part of the support process for the company, working and assisting members of the team and supporting a clinical software suite across all customers.
The key to success in this role is having the ability to work as part of a team and independently where appropriate. Ability to prioritise work with strong troubleshooting skills are a must.
The Support Analyst role provides predominantly 2nd but also some 3rd line support as part of the team that supports clinical 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.
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 base 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.
Mandatory Skills and Experience:
Working on a service desk
Working with remote desktop software
Microsoft SQL Server, including writing basic SQL database queries
Technical operations and technical troubleshooting
Writing technical documentation and knowledge base articles
MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
An understanding of SLAs and their importance
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
Desirable Skills
• Working within a software development company
• Advanced Microsoft SQL server including stored procedure, schemas and functions
• HL7 Interface messaging
• Agile software development
• JIRA and Confluence
• Software testing
• iOS
• Cloud-based solutions such as Microsoft Azure.
Wilde Associates is working in the capacity of an Employment Agency for this role.
