Technical Support Analyst

Our client is on a mission to become a global leader in Clinical Intelligence. They are transforming how healthcare data is used to improve patient outcomes. They have a proven ability in developing new and innovative solutions for specialised care units including Intensive Care, Critical Care Outreach, Paediatrics, Acute & Chronic Pain services and more.

They take pride in the quality of support they provide their customers and are constantly engaging their user base to drive improvements in their products.

Their software is found in over 95% of hospitals in the UK and they are also expanding internationally including Ireland and Australia.

You will be joining a team of highly skilled and passionate people who are happy to share their knowledge with you and help you grow.

You will be working on interesting and challenging problems in the healthcare sector and contribute to solving real-world problems.

About You

·         You have a passion for excellence and keep up to date with emerging technologies and healthcare

·         A hands-on enthusiastic person who is quick to learn

·         Have knowledge and experience with the following - SQL/ Windows/ Databases/ Web servers/ Remote Access Tools

·         Experience working with service desk ticketing tools such as Jira

·         Some coding experience is beneficial

·         Work effectively with a high degree of autonomy

·         Great interpersonal and communication skills and enjoy working in an agile; fast-paced environment

·         Tact and diplomacy to maintain a good working relationship with our customers

·         Proficiency in English

 Roles and Responsibilities

·         Take incoming support calls from customers and provide assistance as required.

·         Monitor incoming support tickets and ensure response within the agreed SLAs.

·         Analyse customer issues, diagnose and resolve where possible.

·         Escalate the issue for assistance from the development team if required.

·         Maintain and track and close support issues on Jira.

·         Install and customise applications for new customers.

·         Run training sessions for new users.

·         Test bug fixes released by the development team before delivery to the customer.

 Further Information from the client

We develop and support solutions that can help the NHS in making data-driven decisions, enable front-line healthcare workers in making safer, more informed, decisions, and empower patients to better engage with their own care.

We are looking to build a team of experienced, collaborative, support engineers who will work together to provide enterprise-level assistance. We have many customers who require close support to ensure they have an excellent experience with our products.

You will be focusing on working directly with our customers to identify the necessary activities required to complete each client’s implementation and ensure that the activities are performed in a timely, high-quality manner.

We are a friendly and open-minded team, and we’re looking for people who will thrive by collaborating and implementing improvements to our approach to support.



Technical Support Analyst

Gerrards Cross

£28,000 to £30,000depending on experience – onsite parking, bonus, healthcare

Permanent

PH10555

Wilde Associates is working in the capacity of an Employment Agency for this role.