Technical Support Analyst

A pioneering clinical intelligence client based in Gerrads Cross are looking for a Technical Support Analyst to come and join their rapidly expanding team. This is a very exciting opportunity to progress within the role too.

As a Technical Support Analyst you'll have

A passion for excellence and keep up to date with emerging technologies and healthcare

A hands-on enthusiastic person who is quick to learn

Have knowledge and experience with the following - SQL/ Windows/ Databases/ Web servers/ Remote Access Tools

Experience working with service desk ticketing tools such as Jira

Some coding experience is beneficial

Work effectively with a high degree of autonomy

Great interpersonal and communication skills and enjoy working in an agile; fast-paced environment

Tact and diplomacy to maintain a good working relationship with our customers

You will be working on interesting and challenging problems in the healthcare sector and contribute to solving real-world problems.

Roles & Responsibilities As A Technical Support Analyst

• They develop and support solutions that can help the NHS in making data-driven decisions, enable front-line healthcare workers in making safer, more informed, decisions, and empower patients to better engage with their own care.
• They are looking to build a team of experienced, collaborative, support engineers who will work together to provide enterprise-level assistance. They have many customers who require close support to ensure they have an excellent experience with our products.
• You will be focusing on working directly with our customers to identify the necessary activities required to complete each client's implementation and ensure that the activities are performed in a timely, high-quality manner.
• They are a friendly and open-minded team, and we're looking for people who will thrive by collaborating and implementing improvements to our approach to support.

Roles & Responsibilities As A Technical Support Analyst

• Take incoming support calls from customers and provide assistance as required.
• Monitor incoming support tickets and ensure response within the agreed SLAs.
• Analyse customer issues, diagnose and resolve where possible.
• Escalate the issue for assistance from the development team if required.
• Maintain and track and close support issues on Jira.
• Install and customise applications for new customers.
• Run training sessions for new users.
• Test bug fixes released by the development team before delivery to the customer.