Job Purpose - Summary

The IT Service Desk Analyst will be a key member of the Software Support team and act as the first line of contact for all BroadCare Solutions customers.

Providing first-line support, the IT Service Desk Analyst will help in diagnosing software system issues within our in-house NHS applications, as well as managing user requests and providing effective resolutions for customers.

About the role:

Key Responsibilities and Accountabilities:

· Provide first line support and administration of user requests for internal and external users via telephone, email, and helpdesk platform

· Deliver professional and effective telephone and ticket support, acting as a key point of contact for customer queries

· Diagnose system errors and other technical issues

· Troubleshoot problems using a logical and analytical approach

· Log, track, resolve, and route issues to the appropriate teams, including escalations where required

· Use SQL knowledge to extract, review and update data to support troubleshooting and issue resolution

· Maintain accurate and up-to-date records of customer queries through to resolution

· Escalate serious or high-priority incidents to management in a timely manner

· Follow up with customers, providing updates and ensuring issues are fully resolved

· Provide excellent customer service, build rapport and exceed customer expectations

· Demonstrate empathy and understanding when supporting users

· Build strong working relationships with key stakeholders, including NHS staff, internal account management, support and development teams

PERSON PROFILE

Experience and Knowledge

Essential

· Experience working with SQL databases

· Can demonstrate good customer service experience/skills

· Strong literary and numeracy skills

· Excellent knowledge of Microsoft Suite (including Word and Excel)

· GCSE or A-Level equivalent qualifications

Desirable

· Experience in working for a Software company

· Experience in working with the NHS, or knowledge of All Age Continuing Care

· SQL Certification

· Full UK driving licence

Skills and Behaviours

· Excellent interpersonal skills and team-work ethic

· Analytical and methodical in your approach

· Attention to detail and the ability to think proactively on your feet

· Excellent time management skills

· Articulate with excellent written and verbal communication skills

· Hardworking, professional demeanour with an upbeat, positive attitude, with a genuine desire to build customer relationships and deliver an exceptional service

Why work for us:

· You will have a direct impact supporting NHS customers

· Be part of a growing and collaborative business

· Develop your knowledge and skills in a forward thinking, fast-paced environment

· Play a key role in delivering exceptional customer service

· You will be part of a supportive team where you are encouraged to grow and develop

Job Purpose - Summary

The IT Service Desk Analyst will be a key member of the Software Support team and act as the first line of contact for all BroadCare Solutions customers.

Providing first-line support, the IT Service Desk Analyst will help in diagnosing software system issues within our in-house NHS applications, as well as managing user requests and providing effective resolutions for customers.

About the role:

Key Responsibilities and Accountabilities:

· Provide first line support and administration of user requests for internal and external users via telephone, email, and helpdesk platform

· Deliver professional and effective telephone and ticket support, acting as a key point of contact for customer queries

· Diagnose system errors and other technical issues

· Troubleshoot problems using a logical and analytical approach

· Log, track, resolve, and route issues to the appropriate teams, including escalations where required

· Use SQL knowledge to extract, review and update data to support troubleshooting and issue resolution

· Maintain accurate and up-to-date records of customer queries through to resolution

· Escalate serious or high-priority incidents to management in a timely manner

· Follow up with customers, providing updates and ensuring issues are fully resolved

· Provide excellent customer service, build rapport and exceed customer expectations

· Demonstrate empathy and understanding when supporting users

· Build strong working relationships with key stakeholders, including NHS staff, internal account management, support and development teams

PERSON PROFILE

Experience and Knowledge

Essential

· Experience working with SQL databases

· Can demonstrate good customer service experience/skills

· Strong literary and numeracy skills

· Excellent knowledge of Microsoft Suite (including Word and Excel)

· GCSE or A-Level equivalent qualifications

Desirable

· Experience in working for a Software company

· Experience in working with the NHS, or knowledge of All Age Continuing Care

· SQL Certification

· Full UK driving licence

Skills and Behaviours

· Excellent interpersonal skills and team-work ethic

· Analytical and methodical in your approach

· Attention to detail and the ability to think proactively on your feet

· Excellent time management skills

· Articulate with excellent written and verbal communication skills

· Hardworking, professional demeanour with an upbeat, positive attitude, with a genuine desire to build customer relationships and deliver an exceptional service

Why work for us!

· You will have a direct impact supporting NHS customers

· Be part of a growing and collaborative business

· Develop your knowledge and skills in a forward thinking, fast-paced environment

· Play a key role in delivering exceptional customer service

· You will be part of a supportive team where you are encouraged to grow and develop

Your Benefits

· Competitive salary

· Remote working

· 25 days plus 8 bank holidays

· Employee Assistance Program

· Life Assurance

Pay: From £25,500.00 per year

Benefits:

• Company pension
• Life insurance
• Work from home

Work Location: Remote