Support Analyst

Job Title: Support Analyst

Salary:  £30,000 per year

Location: Birmingham (Hybrid)

Company Overview:

A pioneering healthcare technology company that envisions a future where acute medical care is seamlessly provided in the comfort of patients' homes. With a mission to integrate and automate clinical and operational processes, they are dedicated to delivering world-class hospital-level care at scale.

Join a visionary team with a successful £5 million digital transformation program on the horizon. This is an unparalleled opportunity to impact lives and thrive in an environment where your work directly translates into meaningful advancements in healthcare.

Role Purpose:

We are seeking a Support Analyst to provide essential support and training to both internal staff and external customers. Reporting to the Head of Software Development, this role involves a blend of technical troubleshooting and customer service. The Support Analyst will be the first point of contact for external customers facing technical issues and internal device and system support staff. The ideal candidate will be adept at understanding and resolving a range of technical problems, documenting issues accurately, and maintaining strong customer and internal staff relationships.

Key Responsibilities:

- Provide first and second-line support to external customers, addressing technical queries and resolving issues efficiently.

- Serve as the primary support contact for internal staff, assisting with client devices, system access, and application issues.

- Follow established SOPs for user management, permission settings, and basic system configurations.

- Document and replicate technical issues for escalation to the development team, ensuring accurate and detailed ticket logging.

- Develop and maintain high-quality training and user guide content for issue to both internal staff and external clients.

- Act as an intermediary between customers and internal teams, prioritizing issue resolution and communicating effectively.

- Maintain up-to-date knowledge of front-end application functionalities and assist with understanding configurations.

- Support BYOD and IoT devices for both internal staff and external end-users, offering guidance and troubleshooting assistance.

- Create and update support documentation and wiki articles to aid in problem resolution and knowledge sharing.

Core Skills:

- Strong problem-solving abilities, with experience in technical support and issue resolution.

- Proficiency in managing support tickets, with attention to detail and adherence to processes.

- Excellent communication and interpersonal skills for both internal staff and external customer interactions.

- Knowledge of various operating systems, browsers, and basic technical configurations.

- Ability to understand and explain technical details to non-technical users.

Desirable Skills:

- Background in customer support or a technical helpdesk environment, with a focus on software or IT services.

- Familiarity with Agile methodologies and how customer support roles intersect with software development processes.

- Basic knowledge of IT administration tasks, including device management and system access controls.

- Familiarity with healthcare data management technologies and standards is advantageous.

- Understanding of JSON syntax and configuration files is a bonus, particularly beneficial for interpreting technical configurations where backend administration is primarily handled by other teams.

Qualifications:

- Relevant experience in a support role, with a focus on both technical and customer service aspects.

- Degree or certification in IT, Computer Science, or a related field is beneficial but not required.

General Approach:

- Customer-focused, dedicated to providing high-quality support to both internal and external users.

- Adept at learning new technologies and applications quickly, with a systematic approach to troubleshooting.

- Ability to work independently and collaboratively, prioritizing tasks effectively in a fast-paced environment.

- Excellent communication and interpersonal skills, with the ability to engage with healthcare clients, the public, and stakeholders.