Business System Service Desk Analyst

Job Title: Service Desk AnalystLocation: Colchester / HybridContract Type: Permanent Are you a dynamic Service Desk Analyst ready to take the lead in shaping the future of care? Look no further. Care UK is an awarding winning leading private care company with over 150 care homes across the United Kingdom. About Us:At Care UK, we are committed to providing exceptional care to our residents and our values of Caring, Passionate and Teamwork are at the heart of all we do. Our success is built on the strength of our people and . With a vast network of care homes and a diverse range of support functions and a team of 50+ in our recruitment department, we're on a mission to find exceptional talent to join us on our journey. The role: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. Key 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. Participates 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 appraisal every year and at least quarterly updates. Ensure mandatory training requirements are met. Why Join Care UK? Be part of a dynamic and growing organisation dedicated to providing outstanding care. Collaborate with a diverse and talented team in a supportive and inclusive environment. Enjoy a competitive salary and comprehensive benefits package. Make a meaningful impact on the lives of residents and contribute to the success of our care homes. We are committed to recruiting diverse, talented people, who share our passion for helping others. We see the potential in everyone, let us fulfil yours. If you're ready to take your recruitment career to the next level and be a part of something extraordinary, we want to hear from you Care UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr