Technical Support Analyst

2 months ago

Gerrards Cross, United Kingdom CV-Library Full time

Technical Support Analyst

Gerrards Cross

Perm

Up to £35,000pa

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

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