Application Support Analyst - United Kingdom - Induction Healthcare Group PLC
Description
Role Purpose:
This is an exciting opportunity to join the team at Induction Healthcare as an Application Support Analyst. We are recruiting an Application Support Analyst to bolster our Support Team following rapid growth of our platforms. In the first instance, this role will initially focus on support for one of our platforms based on need. See below for more detail on our platforms.
It is anticipated that the successful candidate in this role will become a subject matter expert for the initial product offering before going on to develop knowledge of the rest of the Induction Group product suite, providing further excellent customer service for the wider group.
At Induction we are keen to provide our staff with opportunity to progress and grow.With a fast-growing team, we believe that the successful candidate will have opportunities to progress in the future into other roles such as Business Analyst or Project Manager or any other area of the business.
Key Accountabilities:
To provide effective 1st line and 2nd line support to patients, NHS trusts and internal staff for our platforms.
Your key responsibilities will be:
Providing excellent customer service to patients, NHS employees and Induction staffLogging and management of support tickets from both external and internal sourcesEfficiently investigating or escalating support tickets to 3rd line support as appropriateEnsuring that support tickets are tracked and prioritised according to their SLALiaising with NHS and other customers via phone, tickets, and email.
Documenting support and system processes for the Support TeamWorking closely with existing team members to learn from themRemaining mindful at all times of Clinical, Information governance and data security concerns.
Person Specification:
SkillsAbility to multitask and think on their feetGood communication skills, including the ability to convey technical concepts and information to both technical and non-technical peopleAbility to set and adhere to tight deadlines.