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Service Desk Analyst

UNITED KINGDOM

Our Company

The world of healthcare is evolving.  At Alcidion, we are playing our part.  Every day, we help healthcare organisations to embrace smart technology.  We make a positive difference to patient outcomes and we have a simple purpose, that is, to transform healthcare, together with our customers.  We are a focused team of like-minded people with a set of skills and products that create a unique offering in the global healthcare market.  The Alcidion Group of companies brings together the very best in technology and health sector knowledge to deliver solutions that make healthcare better for everyone.

The Role

The Service Desk Analyst will be responsible for providing support to the Alcidion’s diverse and valued customer base.

As a Service Desk Analyst you will carry out triage of incidents raised to the service desk, troubleshoot those incidents to find resolutions and raise those incidents which cannot be resolved to the level 3 teams for more in depth investigation and engagement of Alcidion’s development teams where required.

Responsibilities will include following formal processes and ensuring incidents are fully documented with details of investigations carried out and progressed in line with Service Level Agreements (SLA). The Service Desk Analyst will work as part of a wider team to ensure a successful outcome for the customer is achieved.

General responsibilities:

  • Effectively troubleshoot and delivery of level 2/3 Application Support for Customer raised support incidents for a diverse range of in house and third party developed software solutions for the healthcare industry
  • Stakeholder engagement to achieve successful outcomes for customer raised incidents
  • Provide exceptional customer service ensuring effective communication with customers acting as an advocate for customers internally at Alcidion
  • Ensure incidents are fully updated with timely updates documenting work carried out and next steps with clear and concise details of actions taken to resolve the incident
  • React to any service alerts and take proactive measures where possible to improve our support offering
  • Contribute to process review workshops helping shape and improve current ways of working
  • Attend where possible site visits and user groups to get exposure to the real-world environments of our healthcare solutions
  • Creation and updating of Knowledge Base Articles (KBA’s) whilst contributing to the development of an effective Knowledge Base Solution
  • Use configuration tools built into the software to potentially resolve issues
  • Other duties as required

Skills and Experience

Essential:

  • Genuine interest and enthusiasm for IT support and management of IT systems
  • Good customer service skills
  • Ability to communicate effectively to help customers fix issues
  • Enthusiastic approach and a willingness to learn and develop
  • Understanding of operating systems and web technologies
  • Experience of applications and an understanding of the core components of systems
  • Ability to identify, analyse and troubleshoot problems
  • Excellent communication skills, both written and verbal

Desirable:

  • Achieved or working towards a Computer Science degree or similar – university placements will be considered
  • Work experience in roles providing customer service
  • Understanding or some knowledge of the ITIL framework
  • Experience of applications and an understanding of the core components of systems
  • An understanding of the impact of IT on the business and customer needs

We Offer

  • Opportunity to work with a great team
  • Both on-the-job training and a formal personal development programme
  • Competitive salary package
  • Potential to grow and increasingly assume responsibility for broader product roles
  • Opportunity to work with an innovative organisation on cutting-edge healthcare IT solutions
  • Employee Assistance Programme

How to apply

If you are excited by the idea of working with a great team of like-minded individuals and believe you fit the criteria above, please apply by submitting your resume to jobs.uk@alcidion.com. To be considered you must also include a covering letter addressing why you would love to work for Alcidion in this role.

You must have the right to live and work in the United Kingdom to be considered for this position.

Prospective employees will be required to undertake pre-employment checks, which may include referee, criminal record and employment history checks as required.

Alcidion is an equal opportunity employer. We are committed to a diverse and inclusive culture and encourage all interested applicants to apply.

No agency enquiries or applications please.