2nd Line Support Analyst

3 days ago


Leeds, United Kingdom EMIS Group PLC Full time

2nd Line Support Analyst hybrid working job as part of the growing Support Service team at EMIS.

**Your new role**

We’re looking to recruit a Support Analyst with excellent SQL knowledge to provide second line support on technical issues for customers using our software. Reporting directly to the Support Team Leader you will provide an excellent level of support on technicalissues to external System Administrators using our software.

The role specifically focuses on providing second line support over the phone and through our dedicated online support portal within agreed SLA’s, seeing issues through to resolution. You'll deliver exceptional customer service, empathising with our customers,keeping them informed of the status of their incident, whilst always focusing on delivering the best solutions
- This 2nd Line Support Analyst role is predominantly working from home with 2 days in the Leeds office and some requirement to travel to the Bolton office. As a 2nd Line Support Analyst you will be working a 37.5 hour week within a shift pattern Monday
- Friday, between the hours of 8AM - 6PM, after training there is an on-call requirement to this technical support job. _

**What you’ll bring**

These are the skills and experience you’ll need to set yourself up for success for this role, however we’d still love to talk to you even if you don’t tick all of them;
- Exceptional problem solving and analytical skills
- Basic understanding of ITIL
- Previous experience of supporting software and interfaces
- Strong SQL skills for interrogation of the SQL database - writing inner and outer joins queries
- Understanding of HL7 would be advantageous
- Excellent customer service skills

**What we’ll give you**

This is an excellent opportunity for a 1st Line Support Analyst to develop their career within support services or a 2nd Line Support Analyst to join a growing business Not only will you get the opportunity to work with and learn from a great group of people,you will also have the chance to progress within the business. You’ll build close working relationships with customers and know that what you are doing is genuinely assisting healthcare professionals provide better, faster and cheaper patient care.

As well as a competitive salary, you will also receive 25 days holiday plus a car allowance, annual bonus, excellent employer pension contribution, private medical insurance and other lifestyle discounts. To make sure you’re never out of pocket you willalso join the health care cash plan that allows you to claim back medical, vision, and dental treatments, through to phsio, reflexology, and much more, totalling over £2000 a year.


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