Technical Support Analyst

9 hours ago

Gerrards Cross, United Kingdom GradBay Full time
Job Description

  • Job Title: Technical Support Analyst
  • Salary: £35,000 + private medical insurance
  • Interviewing date: ASAP


The Company

Our client is a fast growth Healthtech business helping hospitals in UK, Ireland and Australia develop cost- effective database systems to meet the needs of individual departments and leverage the power of Clinical Intelligence.


Their software is used by 95% of hospitals in the UK and so are in a very fast growth stage of the business, alongside expanding in to Ireland and Australia making this a genuinely exciting time to join the company.


About the Team

Our client is on a mission to become a global leader in Clinical Intelligence by transforming how healthcare data is used to improve patient outcomes. They have a proven ability in developing new and innovative solutions for specialised care units including Intensive Care, Critical Care Outreach, Paediatrics, Acute & Chronic Pain services and more.


They take pride in the quality of support provided to customers and are constantly engaging their user base to drive improvements in products.


You will be joining a team of highly skilled and passionate people who are happy to share their knowledge with you and help you grow.


You will be working on interesting and challenging problems in the healthcare sector and contribute to solving real-world problems.


• You will offer support solutions that 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.

• The company are looking to build a team of experienced, collaborative, support engineers who will work together to provide enterprise-level assistance.

• You will be focusing on working directly with 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.

• You will join a friendly and open-minded team, and we’re looking for people who will thrive by collaborating and implementing improvements to their approach to support.


Your 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.


Candidate 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

• Highly proficient in English

• A lot of the support is over the phone, so confidence and clarity in communicating over the phone is a requirement.

• 100% office-based - Candidate MUST be able to drive and live under 1 hour away.

• The role is technical, so an IT qualification/degree is required.

• Experience (2+ years) in second-line support is desirable.

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