1st Line Support Analyst

Graphnet Health; Milton Keynes; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A healthcare IT solutions provider is seeking an Application Support Analyst to deliver first-line support for software applications while collaborating with the technical team. Candidates should have strong communication skills, a technical background, and the ability to troubleshoot effectively. The position offers hybrid working with some office visits required in Milton Keynes. Please submit your CV and cover letter for consideration.

Qualifications

• Experience in a support or helpdesk role is desirable.
• Hands-on application support or relevant training courses.
• Good understanding of IT systems and databases.

Responsibilities

• Provide 1st line support for Graphnet software applications.
• Diagnose and resolve service desk calls.
• Liaise with 3rd party suppliers to resolve customer issues.

Skills

Communication skills

Problem solving

Attention to detail

Ability to work independently

Teamwork

Education

Higher education/degree in a technical field

Tools

SQL

JIRA

Confluence

Microsoft Teams

Azure/cloud exposure

Job description

Reporting To: 1st line Application Support Team Lead
Location: Flexible – Hybrid working with visits to office in Milton Keynes expected.

Background

Graphnet Health is a software development company that provides solutions to the healthcare IT market, and we are seeking a talented individual to join our operations team as an Application Support Analyst for our core application and associated products and provide technical deployment support of our solution remotely to customer servers.

Role Description

The Application Support Analyst will play an integral part of the support process for Graphnet, working and assisting senior members of the team and supporting our core software across all customers. You will be the first point of call for all software application IT issues that come via the service desk system. The ideal candidate will be enthusiastic, flexible, with a keen focus on quality and have excellent interpersonal skills. This is an excellent opportunity to develop system skills and work as part of a technical team.

Duties and Responsibilities

• Provide 1st line support for Graphnet software applications using JIRA
• To triage, diagnose, investigate, and resolve service desk calls in accordance with SLAs (Service Level Agreements)
• To escalated issues appropriately and work with senior members of the team in a timely fashion
• Liaise with 3rd party suppliers to resolve customer issues
• To review customer environments daily to ensure integrity of the system, this will include checking incoming data feeds and data loads across all sites, monitor alerts, checking for any errors in functionality and reporting back to customers where required
• Access management: To review and grant access to our Cloud Access Security (CAS). This includes reviewing and maintaining all customer CAS boards
• To maintain the documentation library (knowledge base on Confluence)
• To assist the technical teams to ensure that systems are in the same state pre and post patching
• Additional tasks as required to support the Operations team

Skills/Experience

Personal Skills:

• Confidence to communicate with customers in a professional manner, remotely or over the phone
• Must be able to work as part of a team but also independently where appropriate
• Must have the ability to prioritise work and adapt to a fluid and varied workload
• Natural desire to investigate and diagnose issues and document processes as and when required
• Able to work in a logical and systematic fashion
• Demonstrate problem solving and troubleshooting skills
• Exhibit a flexible, can-do attitude to problem solving using own initiative
• Be reliable and motivated with the ability to stay focused when working from home
• Demonstrate an attention to detail

Technical Skills:

• Hands-on application support or training courses undertaken with any of the following will be advantageous:
  • Bespoke Software Solutions
  • SQL
  • ITIL
  • PowerBI
  • JIRA/Confluence
  • Microsoft Teams
  • Azure/cloud exposure
• Previous experience in a support or helpdesk role is desirable
• Higher education/degree in a technical field is desirable
• Good understanding of IT systems and databases
• Good/advanced Excel skills

A broad overview of IT issues, both software and hardware

Applications

Please apply in writing, sending a covering letter & CV to [e-mail]