The AlchemistLeeds
At The Alchemist we pride ourselves on doing things differently.Our drinks menu is mysterious and spellbinding.Our kitchens offer all-day dining with a molecular twist.As a member of our team, you will be provided with industry leading training that will enable you to deliver an unforgettable experi...
Thorn Baker IndustrialChesterfield, 40 mi from Leeds
Thorn Baker Industrial Recruitment have partnered with a global manufacturing and distribution company in their search for a Technical Author! This is an 8-12 month contract.
Our client is highly regarded for their innovative approach, core values...
DPDTadcaster
Starting your own business as an Owner Driver with DPD has never been easier.With our Owner Driver Franchise scheme, you can run your own business and share in the growing success of DPD.We give you all you need to get started.From your own van, the best tech in the business and all the training to ...
DPDKnaresborough
Starting your own business as an Owner Driver with DPD has never been easier.With our Owner Driver Franchise scheme, you can run your own business and share in the growing success of DPD.We give you all you need to get started.From your own van, the best tech in the business and all the training to ...
Precision PeopleSheffield, 29 mi from Leeds
Building Services Engineer / Technical Author
Training Provided - Mechanical Building Services Engineering Essential
Based Anywhere In The UK - Remote Working From Home
Mon To Fri - 9am To 5pm - 35 Hours Per Week
34 Days Holiday, Private Medical...
EdisseroManchester, 38 mi from Leeds
Technical Author - API documentation
Are you looking for your next technical writing challenge? Do you enjoy working with API documentation? Does the thought of setting up an API documentation set from scratch excite you? Then look no further...
Language EmpireOldham, 29 mi from Leeds
If you are an ambitious and talented individual looking to develop your career in bid writing, we have a role that could be perfect for you. The role will involve writing tenders in order to secure contracts for our business. We are looking for...
Language EmpireOldham, 29 mi from Leeds
If you are an ambitious and talented individual looking to develop your career in bid writing, we have a role that could be perfect for you. The role will involve writing tenders in order to secure contracts for our business. We are looking for...
Get new jobs by email!
Get email updates for the latest Author jobs in Leeds
It's free, and you can cancel email updates at any time
Support Analyst
System C | Leeds | findajob.dwp.gov.uk |
Description
Background:
The person we are looking for will play an integral part in the support process for our company working and assisting members of the team and supporting our clinical software suite across all customers. The key to success in this role is having the ability to work as part of a team and independently where appropriate.
The ability to prioritise work with strong troubleshooting skills is necessary. The Support Analyst role will provide support to the service desks and will work as part of a team that supports our clinical products. The post-holder will be in direct contact with customers regularly and will be responsible for ensuring customer issues are investigated updated and managed within SLA.
The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers.
Duties and Responsibilities:
• Manage the support of customer issues using the company ITSM tool, JIRA
• Investigate incidents related to the products which may require the use of Microsoft SQL
• Use initiative to process and prioritise faults according to incident type and in line with SLA
• Correctly assign calls to resolver groups or individuals in line with the process on time
• Author knowledgebase articles for both internal staff and customers
• Use of strong analytical skills that include the ability to think critically
• Analyse data, make difficult decisions and solve complex problems
• Be involved in the regular running of data fixes.
• As required apply environment configuration or localisation settings
• Ensure technical documentation is up to date
• Ensure the ITIL process is followed for all incidents
• Ensure all time spent is accurately logged on the Service Desk system
• Attend meetings as required, these may be in other System C offices from time to time.
Skills and Experience:
Mandatory Skills:
• The post holder must have knowledge/experience of:
• Working on a service desk
• Working with remote desktop software
• Knowledge of JSON / XML payloads for APIs
• Microsoft SQL Database Administration knowledge and experience
• Good understanding of Web Services and technology such as IIS
• Technical operations and technical troubleshooting
• Excellent ability to communicate effectively with all levels of technical, and non-technical
• Ability to organise and coordinate areas of work for yourself and others
• A passion for Supporting software applications and a willingness to share knowledge
• Writing technical documentation and knowledgebase articles
• ITIL Foundation qualification or experience working within an ITIL Service Framework
• Monitoring releases and updating outstanding issues affected by them
• Managing incoming enquiries (calls/emails) and first-line support tickets
• Providing good customer service, managing expectations
• Providing user guidance
• Troubleshooting/replicating
• Identifying issues for escalation
• An understanding of SLAs and their importance
• Strong relationship-building, influencing, and negotiating skills
• Strong written & verbal communication and interpersonal skills
• Excellent customer relationship skills
• Management assistant duties
Desirable Skills
It is desirable for the post-holder to have knowledge/experience of:
• Working within a software development company
• Advanced Microsoft SQL Server including stored procedures, schemas and functions
• Knowledge of HL7 Interface messaging
• Agile software development
• JIRA and Confluence
• Software testing
• iOS
• Cloud-based solutions such as Microsoft Azure.
Background:
The person we are looking for will play an integral part in the support process for our company working and assisting members of the team and supporting our clinical software suite across all customers. The key to success in this role is having the ability to work as part of a team and independently where appropriate.
The ability to prioritise work with strong troubleshooting skills is necessary. The Support Analyst role will provide support to the service desks and will work as part of a team that supports our clinical products. The post-holder will be in direct contact with customers regularly and will be responsible for ensuring customer issues are investigated updated and managed within SLA.
The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers.
Duties and Responsibilities:
• Manage the support of customer issues using the company ITSM tool, JIRA
• Investigate incidents related to the products which may require the use of Microsoft SQL
• Use initiative to process and prioritise faults according to incident type and in line with SLA
• Correctly assign calls to resolver groups or individuals in line with the process on time
• Author knowledgebase articles for both internal staff and customers
• Use of strong analytical skills that include the ability to think critically
• Analyse data, make difficult decisions and solve complex problems
• Be involved in the regular running of data fixes.
• As required apply environment configuration or localisation settings
• Ensure technical documentation is up to date
• Ensure the ITIL process is followed for all incidents
• Ensure all time spent is accurately logged on the Service Desk system
• Attend meetings as required, these may be in other System C offices from time to time.
Skills and Experience:
Mandatory Skills:
• The post holder must have knowledge/experience of:
• Working on a service desk
• Working with remote desktop software
• Knowledge of JSON / XML payloads for APIs
• Microsoft SQL Database Administration knowledge and experience
• Good understanding of Web Services and technology such as IIS
• Technical operations and technical troubleshooting
• Excellent ability to communicate effectively with all levels of technical, and non-technical
• Ability to organise and coordinate areas of work for yourself and others
• A passion for Supporting software applications and a willingness to share knowledge
• Writing technical documentation and knowledgebase articles
• ITIL Foundation qualification or experience working within an ITIL Service Framework
• Monitoring releases and updating outstanding issues affected by them
• Managing incoming enquiries (calls/emails) and first-line support tickets
• Providing good customer service, managing expectations
• Providing user guidance
• Troubleshooting/replicating
• Identifying issues for escalation
• An understanding of SLAs and their importance
• Strong relationship-building, influencing, and negotiating skills
• Strong written & verbal communication and interpersonal skills
• Excellent customer relationship skills
• Management assistant duties
Desirable Skills
It is desirable for the post-holder to have knowledge/experience of:
• Working within a software development company
• Advanced Microsoft SQL Server including stored procedures, schemas and functions
• Knowledge of HL7 Interface messaging
• Agile software development
• JIRA and Confluence
• Software testing
• iOS
• Cloud-based solutions such as Microsoft Azure.
Best jobs you don't want to miss: