Technical Support Analyst Gerrards Cross Perm Up to £37,000pa 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