Support Analyst

Description

Background:

The person we are looking for will play an integral part in 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. The ability to prioritise work with strong troubleshooting skills is necessary. The Support Analyst role will provide support to the service desks and will work as part of a team that supports our clinical products. The post-holder will be in direct contact with customers regularly and will be responsible for ensuring customer 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
• 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 the process on time
• Author knowledgebase articles for both internal staff and customers
• Use of strong analytical skills that include the ability to think critically
• Analyse data, make difficult decisions and solve complex problems
• 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 the 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
• Knowledge of JSON / XML payloads for APIs
• Microsoft SQL Database Administration knowledge and experience
• Good understanding of Web Services and technology such as IIS
• Technical operations and technical troubleshooting
• Excellent ability to communicate effectively with all levels of technical, and non-technical
• Ability to organise and coordinate areas of work for yourself and others
• A passion for Supporting software applications and a willingness to share knowledge
• Writing technical documentation and knowledgebase articles
• ITIL Foundation qualification or experience working within an ITIL Service Framework
• Monitoring releases and updating outstanding issues affected by them
• Managing incoming enquiries (calls/emails) and first-line support tickets
• Providing good customer service, managing expectations
• Providing user guidance
• Troubleshooting/replicating
• Identifying issues for escalation
• An understanding of SLAs and their importance
• Strong relationship-building, influencing, and negotiating skills
• Strong written & verbal communication and interpersonal skills
• Excellent customer relationship skills
• Management assistant duties

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 procedures, schemas and functions
• Knowledge of HL7 Interface messaging
• Agile software development
• JIRA and Confluence
• Software testing
• iOS
• Cloud-based solutions such as Microsoft Azure.