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Support Analyst

Company

System C

Location

Maidstone

Background

The primary objective of this role will be to provide non-technical support for the configuration and use of System C’s EPR Solution. The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customer’s needs are met from a support and SLA perspective. They will be expected to work to tight timescales, show a high level of attention to detail and be able to accurately update customers as to the status of their issues. The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers. 

Duties and responsibilities

• 1st and 2nd line support, triaging calls from customers and 3rd party providers and using own initiative to process and prioritise faults according to issue type and contract in line with SLAs
• Investigation and analysis of the issue and provide a resolution within the agreed SLAs
• Ensuring ITIL Process is followed for all issues
• To ensure telephones are answered in a professional manner and callers are dealt with as appropriate
• To monitor the Support mailbox and action any incoming mail
• Correctly assign calls to resolver groups or individuals in line with support processes in a timely manner
• Identification of enhancement requests and appropriate transition to product teams
• Identification, assessment and classification of Clinical Safety/Risk
• Ensuring regular and timely updates are made to the customer
• Provision of Out of Hours/On Call Service as required by the Business
• Escalation of P1 / P2 Incidents to the Manager(s) as required
• Identify trends in support queries and keep relevant internal stakeholders informed about recurring support issues that could impact the product roadmap
• Proactively keep abreast of changes to the System C suite of products

Skills and experience

The post holder must have knowledge / experience of: 

• Ability to prioritise work and execute tasks
• Excellent customer relationship and interpersonal skills
• A successful and proven track record in working to tight deadlines in a busy challenging environment
• Experience of dealing with clients and prioritising outstanding tasks
• Ability to work independently and with others with minimal supervision
• Knowledge of ITIL
• Good working knowledge of MS Office Applications and a good understanding of web-based services
• Excellent interpersonal and communication skills
• Ability to work with detailed information
• Strong written and oral communication skills.

Desirable Skills
It is desirable for the post-holder to have the following skills:

• Good general knowledge of the IT Industry
• ITIL Foundation desirable but not essential
• An understanding of the NHS would be of added value but is not an essential requirement
• Experience of working within a Service Desk environment, with bespoke application support.

Applications

Please apply in writing, sending a covering letter and CV to hrrecruitment@systemc.com 

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