Technical Support Officer

**Job Title**:Technical Support Officer

**Employer**:Inform Health Limited

**Department**:Service Desk

**Location**:Hybrid (Skegness) 3 days a week on site.

**Reporting to**:Support Team Leader

**Hours**:Full time. 9am to 5.30pm, Monday to Friday

**Contract**:Permanent

**Introduction**

Founded in 2010, Inform Health is an award-winning technology partner, that builds software solutions to support the complex needs of Sexual Health, HIV, and Sexual Assault Referral Centre (SARC) services and their patients. Our mission is to empower healthcare providers and commissioners with elegant, innovative and secure software solutions that enhances service efficiency, improves patient care, and provides tangible benefits to the communities they serve. Through close collaboration with our clients, we continuously evolve, shaping solutions that meaningfully transform service delivery within the sexual health industry.

Integrity, passion, innovation, and expertise form the foundation of our success. We act ethically, pursue excellence through creativity, and share knowledge to drive best practices across the industry. Together, we make a real impact on the future of healthcare.

**Job Purpose**

Inform Health are seeking a suitably experienced Technical Support Officer to join our Service Desk team, providing exceptional support for customers using our Inform products.

**Duties and Responsibilities**

**Customer Communication**
- Communicate effectively and precisely through all forms of written and verbal correspondence
- Ensure that all action against a ticket has a corresponding update to keep the customer abreast of progress

**Ticket Triage**
- Categorising incoming work according to type and priority
- Ensuring all required information is recorded and accurate
- Clarifying the request and ensuring it is accurately described in the ticket

**First Line Customer Support**
- Clarify and correctly route requests for change. Identifying whether they are chargeable or classified as a standard service, and route appropriately

**Proactive Issue Prevention**
- Identify and suggest preventative action to avoid potential risks which could cause incidents, or develop into larger problems

**Effective Escalation**
- Escalate issues identified to need further technical assistance through the appropriate channels
- Provide detailed information that is best placed to facilitate faster resolution by higher support levels when escalating an issue
- Ensure notification policies are followed for serious incidents, keeping information flowing where it is needed

**Product Expertise**
- Become an expert on our product, and the way it helps our customers deliver their services to their patients
- Work to maintain top-tier product knowledge, using your initiative and materials made available to you to understand changes and new features as they are released

**Knowledge Base management**
- Identify cases where new knowledge base materials might be required, and create the documentation needed to fill the gap.
- Maintain and update knowledge base materials to keep them relevant and fit-for-purpose

**System Monitoring**
- Identify and report recurring issues for root cause analysts

**Internal Communication**
- Work with developers and infrastructure teams to better address logging and fixing bugs or hosting issues by working as a team
- Ensure high-impact issues - for instance those that might require a commercial response - are highlighted to the right stakeholders

**Security and Compliance**
- Ensure that all activities comply with Inform’s security and compliance policies

**Standard Service processing**
- Identifying and scheduling standard service items within service desk remit
- Carrying out service-desk-actionable standard service items efficiently and accurately

**Deployments and updates**
- Carrying out deployments, updating customer software to newer versions containing new features and bug fixes.
- Updating look-up and reference files Inform software relies on such as the TRUD files

**User Access and Permissions Management**

**On-call**
- Participate in an on-call rotation to provide assistance with high-priority issues and ensure consistent support coverage

**Skills & Experience**
- Essential Qualifications and Experience:_
- Excellent customer care skills and focus with a professional, positive and flexible attitude
- Able to problem solve, using a common-sense approach
- Process driven, able to both follow and improve the processes
- Excellent communication skills, accuracy and attention to detail are key
- Ability to work both on your own and as part of a team
- Planning and organisational skills having the ability to prioritise and escalate queries as appropriate
- Clearly demonstrate the ability to take ownership of and complete tasks independently
- Comfortable with working flexible hours
- Ability to meet deadlines and maintain high standards even when under pressure.
- Knowledge of: SQL, IIS, Windows