Software Support Analyst

The team provide support for the configuration and use of the company product as well as a number of standalone products across the organisations product suite. The support team consists of 1st, 2nd and 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 Support Analyst role provides predominantly 2nd but also some 3rd line support as part of the team that supports our 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.

The post holder must have knowledge / experience of:

·         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)

It is desirable for the post-holder to have knowledge / experience of:

·         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

The post-holder must have the following skills:

·         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

·         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

Duties and Responsibilities:

·         Manage the support of customer issues using the company ITSM tool, JIRA

·         Investigate incidents related to the products which will predominantly 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

·         When required, perform and oversee product deployments and upgrades and 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 offices from time to time



Job Title: Support Analyst

Location: Maidstone, Kent

Salary: £20,000 to £30,000 + benefits

Job Type: Permanent

Job Reference: LH9922

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