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