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Support Analyst


Department:

Service Delivery and Support

Location:

Maidstone/Hybrid

Reporting to:

Support Team Leader

Background:

The person we are looking for will play an integral part of the support process for our company working and assisting members of the team and supporting our clinical software suite across all customers. The key to success in this role is having the ability to work as part of a team and independently where appropriate. Ability to prioritise work with strong troubleshooting skills are a must.

The Support Analyst role provides predominantly 2nd but also some 3rd line support as part of the team that supports our clinical products. The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated updated and managed within SLA. The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers.

Duties and Responsibilities:

  • Manage the support of customer issues using the company ITSM tool, JIRA
  • Investigate incidents related to the products which may require the use of Microsoft SQL skills to obtain resolution
  • Use initiative to process and prioritise faults according to incident type and in line with SLA
  • Correctly assign calls to resolver groups or individuals in line with process in a timely manner
  • Author knowledgebase articles for both internal staff and customers
  • Be involved in the regular running of data fixes
  • As required apply environment configuration or localisation settings
  • Ensure technical documentation is up to date
  • Ensure ITIL process is followed for all incidents
  • Ensure all time spent is accurately logged on the Service Desk system
  • Attend meetings as required, these may be in other System C offices from time to time.

Skills and Experience:

Mandatory Skills:

The post holder must have knowledge / experience of:

  • Working on a service desk
  • Working with remote desktop software
  • Microsoft SQL Server, including writing basic SQL database queries
  • Knowledge of JSON / XML payloads for APIs/Web Services
  • Technical operations and technical troubleshooting
  • Ability to communicate effectively with all levels of technical, non-technical, and NHS staff
  • Ability to organise and co-ordinate areas of work for yourself and others
  • Writing technical documentation and knowledgebase articles
  • MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)

Desirable Skills:

It is desirable for the post-holder to have knowledge / experience of:

  • Working within a software development company
  • Advanced Microsoft SQL server including stored procedure, schemas and functions
  • HL7 Interface messaging
  • Agile software development
  • JIRA and Confluence
  • Software testing
  • iOS
  • Cloud-based solutions such as Microsoft Azure.

The post-holder must have the following skills:

  • An understanding of SLAs and their importance
  • Ability to organise and co-ordinate areas of work for yourself and others
  • Strong relationship building, influencing, and negotiating skills
  • Strong written & verbal communication and interpersonal skills
  • Excellent customer relationship skills

Applications:

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