Technical Support Analyst

Gerrards Cross

Perm

Up to £35,000pa
 

Roles & Responsibilities

• 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.

Roles & 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.

Requirements

• The role is technical, so an IT qualification/degree is required
• Knowledge and experience with the following – Application Support/ Windows/ Databases/ Remote Access Tools A hands-on and enthusiastic person who is quick to learn
• Experience working with service desk ticketing tools (Jira)
• Work effectively with a high degree of autonomy
• Excellent interpersonal and communication skills and enjoy working in a fast-paced environment