Technical Support Officer

3 months ago

Skegness, United Kingdom Inform Health Limited Full time

**Essential**

To support our continued growth, we are looking for a Technical Support Officer to join our service desk team at our head office in Skegness, Lincolnshire.

Duties and responsibilities
- Provide 1 & 2 line support to Inform’s customers and employees in a timely and efficient manner, and ensure that their SLA’s are not breached
- Collaborate with third parties when required to resolve escalated tickets in a timely manner
- Actively own, manage, monitor, troubleshoot and resolve queries, and incidents reported to the service desk
- Provide on call support outside of normal working hours as part of the service desk support rota system
- Coordinate with the Delivery Manager and customers for deployment of product updates and changes to customer sites
- Identify and support process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
- Maintain a high level of customer service and have confidence to deal with complex tickets, ensuring positive user experience and high levels of satisfaction
- Contribute to process improvement and product enhancement initiatives by identifying recurring issues, proposing solutions and actively lead and participate in knowledge sharing a training session
- Collaborate with team members to create and maintain organisations Known Error Database a (KEDB) and Service Desk Knowledgebase
- Maintain accurate and up-to-date documentation of incidents, requests, resolutions, and procedures in the IT service management system
- Produce relevant service desk metrics and KPI reports via Service Desk ticketing system
- Collaborate with head of department to develop and implement IT policies and procedures
- Ensure data security and confidentiality by following appropriate protocols and procedures
- Monitor the operating environments to recognise any potential issues
- Flexible hours when required including out of hours.

Skills & Experience

**Essential**
- Experience working in a Service Desk role in an ITIL environment
- Excellent troubleshooting skills at 1 and 2 line levels
- Strong communication and interpersonal skills to interact effectively with non-technical users and produce written documentation
- Have a can do, customer focussed attitude with the desire to support and resolve customer issues and requirements
- Clearly demonstrate the ability to take ownership of and complete tasks independently and collaboratively in a team environment
- Ability to multitask and prioritize tasks effectively
- Experience in Jira / Salesforce or equivalent IT service management and project management tools

**Desirable**
- ITIL foundation level
- Experience of working within a Software Development Environment and a good understanding of SDLC (Software Development Lifecycle)
- Experience of working with healthcare organisations
- Knowledge of networking concepts such as TCP/IP, DNS and VPNs
- Experience with Active Directory, Group Policy and other administrative tools
- Familiarity with various operating systems such as Windows, iOS and Android
- ISO standards and IT Service Management Framework
- C#, ASP.Net, MVC, T_SQ:, Web Services, Windows Services, Multi Threading, Messaging (XML, HL7, EdifFact), MailGun and Visio.

**Job Types**: Full-time, Permanent

**Salary**: Up to £29,000.00 per year

**Benefits**:

- Company pension
- Private medical insurance
- Work from home

Schedule:

- Monday to Friday

Ability to Commute:

- Skegness, PE25 3SJ (required)

Work Location: In person

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