1st Line Support Analyst

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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
• Triage, diagnose, investigate, and resolve service desk calls in accordance with SLAs (Service Level Agreements)
• Escalate issues appropriately and work with senior members of the team in a timely fashion
• Liaise with 3rd party suppliers to resolve customer issues
• Review customer environments daily to ensure integrity of the system, including 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: Review and grant access to our Cloud Access Security (CAS), including maintaining all customer CAS boards.
• Maintain the documentation library (knowledge base on Confluence)
• 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
• Ability to work as part of a team and independently where appropriate
• Ability to prioritize work and adapt to a fluid and varied workload
• Natural desire to investigate and diagnose issues and document processes as 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
• Reliable and motivated with the ability to stay focused when working from home
• Demonstrate 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
• 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