Support Analyst

2 weeks ago

Fareham, United Kingdom Ascenti Full time

We are looking for a Support Analyst - 1st Line to join our team in Fareham.

As a first line Support Analyst will be an approachable and dedicated individual with a passion for helping others. You will be proactive and have a natural flair for troubleshooting and problem solving. You will have a passion to expand your knowledge ofenterprise IT systems and software enabling you to deal with support referrals quickly and efficiently.

**Support Analyst Duties**:

- Manage and resolve service desk tickets within agreed SLAs via multiple channels (phone, web, chat).
- Log on to the IT helpdesk phone line to answer and resolve support calls from service users.
- Respond to fluctuations in demand by remaining available throughout the day.
- Provide onsite support for our office and clinical staff through other mediums including floor walking, support drop-ins and chat groups.
- Be a technical point of contact for end-users.
- Monitor and manage the onboarding and offboarding processes for Ascenti employees.
- Help the team write documentation into the support knowledgebase.
- Providing support outside core hours as part of a rota and under a flexible working policy
- Some travel to remote sites, as required.

**Support Analyst Requirements**:
**Essential**
- Customer focussed with an excellent telephone manner.
- Excellent documentation skills.
- IT literate with excellent troubleshooting skills.
- Hands-on experience of working within an IT service desk or evidence of steps taken to pursue a career in IT.
- Self-starter, capable of working in a fast-paced environment.
- Qualification in IT or computing or
- equivalent evidence of self-learning

**Desirable**
- Knowledge of Windows desktop and server environments and Active Directory.
- Knowledge of all Ascenti in-house systems and software.
- Experience with OS installation.
- Familiarity with scripting languages.
- Work experience in a customer facing job.
- Relevant sector experience or evidence of working with health and wellbeing apps and services.
- Previous experience working as part of a formal IT Service desk, especially in the context of an ITIL framework.
- Certifications or evidence of completed training.

How your role fits within our team

Ascenti Digital is a multi-disciplinary team of technology professionals who help to underpin systems and processes for over 800 staff and thousands of patient appointments across the UK every week. We are a product-led department with a clear roadmap todeliver best practice tools and experiences for our service users.

As a member of the IT service desk, you’ll often be the first person someone speaks to about their issue and it is therefore important you demonstrate excellent communication and customer service skills. You’ll take ownership of support tickets as they areallocated to you from our ticketing system and you’ll be responsible for resolving these tickets each day.

**About Ascenti**:
With more than 20 years’ experience serving both the public and private sectors, we are industry leading experts and passionate believers in our distinct clinical philosophy. Ascenti is a dynamic and progressive company - advancing physical therapies bymaking them more accessible to all, raising standards and pioneering new digitally enabled physiotherapy and musculoskeletal (MSK) services.

Our amazing people make us who we are and lift us above the competition - with a national network of 300 directly employed Ascenti clinicians delivering upwards of 600,000 treatment sessions every year. Enabling people to make headway after illness and injury,step back in to work after accidents, or simply stay active and keep moving forward in their daily lives.

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