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Support Engineer

Support Analyst (Software)


Highly Competitive salary plus excellent benefits

My rapidly expanding Client in the Healthcare sector has an urgent requirement for a Support Analyst (Software) to be based in their Oxford location. The successful applicant will be responsible for supporting the Client's Digital Health products within their customer's organisations. Ideally you will be an experienced support analyst, with healthcare experience, with a keen interest in clinical systems and patient care, working within healthcare organisations, including the NHS. We are looking for someone with a team focused, calm, pragmatic approach to problem solving, with common sense, who can manage the customer expectations and who can deliver exemplary customer service. The role will involve some on-call activity.


· Knowledge and experience of Software Deployment

· Knowledge of databases and all major desktop and mobile operating systems

· Experience of working within a healthcare environment

· Excellent written and oral communications

· Knowledge / awareness of ITIL standards

· Previous use of a call logging system is advantageous

· Knowledge of JIRA is advantageous

· Proficient in the use of MS Office

· Calm, pragmatic temperament


· Provide the first point of contact for customers for all service desk calls

· Responsible for prioritisation and allocation for service desk calls to meet agreed SLA's

· Logging and responding to service desk calls, emails or requests via our web portal

· Troubleshoot and resolution of customer incidents

· Manage each service desk call from initial receipt through to resolution and closure

· Troubleshoot and resolve software application problems,

· Diagnose faults and manage to resolution, communicating with end users, patients, IT departments, clinical and administrative staff

· Take part in application software testing

· Installation, configuration and maintenance of software applications to internal test environments

· Investigate complex issues, identify and implement solutions to new and re-occurring problems

· Develop documentation for frequently asked questions & knowledge base articles and applications deployments

· Document and assist in carrying out upgrade procedures

· Work with a formal change control system

· Understanding the importance of quality control in order to comply with all relevant standards and procedures

· Work within contractual KPIs to provide excellent & measurable customer support

· Creation of, maintenance of, and development of analytics to support customer contractual SLAs

To apply or for more information please contact Seamus Hayes at IC-Resources

South East England

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