Application Support Analyst

The Support Analyst will join a highly collaborative team carrying out the task of supporting products through the Application Service Desk with a focus on delivering an excellent customer experience.

Working closely with a mixture of technical and non-technical staff at key NHS customer sites, the system to track and take ownership of customer incidents & requests that are monitored within the parameters of Service Level Agreements.

The role will provide exposure to many different technical areas and provide opportunities to get involved in a multitude of functions across the Business.

Key responsibilities and tasks:

• To log, maintain and resolve helpdesk incidents and requests within agreed SLA timetables
• Escalating major incidents and providing regular communications as appropriate to customers, senior team members and stakeholders
• Take receipt of the telephone calls that come into the team
• To participate in the out of hours on-call service desk rota
• To replicate bugs related to the software and supported hardware
• To perform customer data fixes using database tools
• Conduct QA testing to software updates/bug fixes/enhancements as required
• To advance ticket resolution with other departments as necessary
• Provide reactive hardware/software support on site as necessary
• Carry out proactive tasks such as software upgrades, patch applications and preventative maintenance
• Provide assistance to the Sales and Delivery teams where necessary
• Compliance with the GDPR, ISO 20000-1, ISO 9001 and ISO 27001 standards when carrying out duties
• Attend meetings with customers and business partners as required

Essential competencies:

• Excellent documentation skills
• Proficient with MS Office suite, primarily Outlook, Word and Excel
• Knowledge of helpdesk software solutions
• Effective negotiation and influencing skills to be able to build consensus. Must have the ability to manage conflict
• Communicate effectively with internal staff and customers
• Work methodically and willing to be flexible in undertaking new tasks required as role develops
• Ability to quickly react to problems as they arise, following up with planned processes and activities
• Ability to work under pressure, change priorities at short notice, managing consequential impacts and expectations