2nd Line Support Analyst

About this job 

• To investigate escalated queries from 1st Line Support which require more complex analysis and resolution, whilst identifying issue trends and finding a longer-term solution to recurring faults that are referred to the Service Desk.

• The role (What you will DO and the IMPACT you will have)

• Managing escalated queries from customers which require more in-depth investigation/analysis, finding the appropriate resolution, and if necessary, liaising with internal stakeholders, 3rd party suppliers and customers as part of the process.

• Proactively monitoring recurring customer issues and helping to identify a permanent solution for them i.e., a software defect.

• Record full details of all contact with users ensuring an incident is raised for all queries and any further information is added to the record on receipt. Ensure details are complete and kept up to date for support incidents to enable anyone to understand the events and progress if necessary. 

• Provide aid and information to the development team to assist with fault fixing. 

• Ensure all assigned incidents are met within SLA

Knowledge, Skills and Experience (What you will KNOW or LEARN)

• Relevant SQL software knowledge, including experience writing basic SQL scripts, awareness of SQL jobs/ stored procedures and experience of interrogating SQL databases for investigative purposes

• Minimum 1 year experience in working in a Support or Service desk environment 

• Experienced in troubleshooting both software and hardware issues and provide resolutions accordingly

• Ability to work well and build relationships with customers, stakeholders, and 3rd parties.

• Ability to multitask and prioritize workload effectively.

• Strong focus on customer service 

• Proven ability to manage multiple tasks under pressure 

• Can demonstrate thinking outside the box and thinking of creative solutions to technical issues.

• Excellent written and verbal communication skills.

Behaviors (How you will ACT)

• Supportive – Showing empathy toward customers and being supportive whilst investigating issues raised.

• Responsible – Taking ownership of incidents ensuring they are resolved within SLA. Understanding how technical issues can affect how our customers provide patient care. Careful attention toward clinical safety and data protection.

• Collaborative - Assisting wider support teams and other internal stakeholders with Incident investigations.

• Transformative – Contribute toward process and technology improvement