Support Analyst
| Posting date: | 26 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 26 May 2024 |
| Location: | Oxford, OX1 2EP |
| Company: | System C |
| Job type: | Permanent |
| Job reference: | REQ589-OTHLOC-C3CyYfwV |
Summary
Description
System C is the UK's leading health and social care software and services company. Our easy-to-use IT platforms provide a complete view of the individual across all care settings, helping integrate services and improve care.
Our solutions use leading-edge technologies - including mobile, wearables, instant messaging, and machine learning - to radically redesign services and the way clinicians and patients interact together.
Join us if you want to support our mission of improving healthcare and social care & education for all.
The Role
The Support Analyst role will provide support to the service desks and will work as part of a team that supports our clinical products. You will be responsible for ensuring customer issues are investigated updated and managed within SLAs. The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers.
Hybrid working: Leeds, Liverpool and Oxford on a quarterly basis.
Day-to-day
- 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.
- 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 the ITIL process is followed for all incidents.
Skills and Experience
You will thrive in this role if you enjoy using SQL to help solve customer problems. You will be using SQL to produce queries and run reports. For more complex troubleshooting the team work collaboratively to help each other.
- Microsoft SQL Database Administration knowledge and experience.
- Knowledge of JSON / XML payloads for APIs.
- Good understanding of Web Services and technology such as IIS.
- Technical operations and technical troubleshooting.
- A passion for Supporting software applications and a willingness to share knowledge.
- Writing technical documentation and knowledgebase articles
- Providing good customer service, and ability to manage expectations.
- Troubleshooting/replicating
Soft skills:
- Excellent ability to communicate effectively with all levels of technical, and non-technical.
- An understanding of SLAs and their importance
- Strong relationship-building, influencing, and negotiating skills.
- Strong written & verbal communication and interpersonal skills
Desirable Skills
- Working within a software development company.
- ITIL Foundation qualification or experience working within an ITIL Service Framework
- 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.