Business System Service Desk Analyst

2 weeks ago

Colchester, United Kingdom Care UK Full time

The post holder's duties will include the maintenance of the business systems, resolving end user problems and queries, assisting in system developments and the implementation of new functionality or features. The post holder will be someone who is able to identify problems and come up with solutions quickly. They will be expected to be a passionate advocate of the business systems, helping secure user buy-in for new system developments and/or introduction of new business processes. The post holder will deal with a wide variety of circumstances and issues using their professional expertise and experience, be familiar with and contribute to the broader business development and expansion of the Company and respond to new and changing requirements as the working environment develops. This must be recognised as an integral part of the job. Responsibilities Provide first line support for the business systems to operational and support service users. Acts as a first point of contact for users of the system delivering professional expertise and resolves issues in a tactful, polite and approachable manner. Receive and log all support calls relating to the business systems using the division's help desk systems. Perform initial investigation into user queries and resolve where possible. Escalate support calls and tasks to team members as appropriate. Monitor the progress of support calls and provide feedback to users. Ensure that all support calls are closed within SLA timescales. Any exceptions to this are escalated to the Business Systems Supervisor. Provision of support and training to staff in the use of the systems including ad hoc training to individuals over the telephone or video conferencing and assisting in delivering training to groups in a classroom environment. Produce quality written procedures and user manuals to support the operation and maintenance of the systems. Assist in the maintenance and operation of the business systems. Tasks include maintaining code structures, reconciling balances, processing interface files, administering user access and maintaining workflow authorisation systems. Carry out daily system maintenance work including checking the systems are functioning correctly and interface files been processed successfully. Create new or change existing user accounts across all the business systems. Participate in the testing of systems and processes as part of upgrading and developing new functionality or applications. Complies with the Company Appraisal system and attend an every year and at least quarterly updates. Ensure mandatory training requirements are met. Care UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr

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