Tel: 01908 500810
Tel: 01908 500810

Application Support Analyst

2022-04-27 09:57:112022-05-24 Wilde Associates
Job Type Permanent
Area Maidstone, United Kingdom Maidstone United Kingdom
Sector IT
Start Date
Job Ref LH10359

Salary: up to £35,000

The person we are looking for will play an integral part of 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. Ability to prioritise work with strong troubleshooting skills are a must.
The Support Analyst role will provide support to the service desks within a 3rd line capability and work as part of a team that supports our clinical products. The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers 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.
Skills and Experience:
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, non-technical, and NHS staff
·         Ability to organise and co-ordinate areas of work for yourself and others
·         A passion for Supporting software applications and a willingness to share knowledge with others
·         Writing technical documentation and knowledgebase articles
·         ITIL Foundation qualification or experience of working within an ITIL Service framework
It is desirable for the post-holder to have knowledge / experience of:
·         Working within a software development company
·         Advanced Microsoft SQL server including stored procedure, schemas, and functions
·         HL7 Interface messaging
·         Agile software development
·         JIRA and Confluence
·         Software testing
·         iOS
·         Cloud-based solutions such as Microsoft Azure
The post-holder must have the following skills:
·         An understanding of SLAs and their importance
·         Ability to organise and co-ordinate areas of work for yourself and others
·         Strong relationship building, influencing, and negotiating skills
·         Strong written & verbal communication and interpersonal skills
·         Excellent customer relationship skills
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 skills to obtain resolution
·         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 process in a timely manner
·         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 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 offices from time to time

Job Title: Support Analyst

Location: Maidstone, Kent – Hybrid role 2 days a week working from home

Salary: up to £35,000

Job Type: Permanent

Job Reference: LH10359

Wilde Associates is working in the capacity of an Employment Agency for this role
Apply Later
Sign in
Similar Jobs
  • Trainee Software Installations Engineer
    United Kingdom, Yorkshire, Leeds

    Salary: Starting salary of £22,000 with an increase to £24,000 upon successful completion of 6-month probation period

    The successful candidate will be responsible for liaising with customers to confirm agreement for the installation of new software and upgrade to e...
  • DevOps Technician
    United Kingdon, Surrey, Leatherhead

    Salary: £30,000 to £45,000 DOE

    Our client lead the market with an array of exciting, cutting edge solutions dedicated to delivering digital healthcare, specifically remote patient monitoring and telehealth.
    Due to...

  • Software Developer
    United Kingdom, Somerset, Bristol

    Salary: £30,000 to £45,000 depending on your level of experience

    Our client is one of the first companies in the world to bring the power of cloud, mobile and social networking to healthcare organisations. They make products that change how and when communication h...
Email Me Jobs Like This
Subscribed to similar jobs notifications
We use cookies to provide you with the best possible browsing experience on our website. You can find out more below.
Cookies are small text files that can be used by websites to make a user's experience more efficient. The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies we need your permission. This site uses different types of cookies. Some cookies are placed by third party services that appear on our pages.
Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.
ResolutionUsed to ensure the correct version of the site is displayed to your device.
SessionUsed to track your user session on our website.
Statistic cookies help website owners to understand how visitors interact with websites by collecting and reporting information anonymously.
Google AnalyticsGoogle Analytics is an analytics tool to measure website, app, digital and offline data to gain user insights.
Google Tag Manager

More Details