Application Support Analyst

Role Purpose:
This is an exciting opportunity to join the team at Induction Healthcare as an Application Support Analyst.
Please make sure you read the following details carefully before making any applications.
We are recruiting an Application Support Analyst to bolster our Support Team following rapid growth of our platforms. In the first instance, this role will initially focus on support for one of our platforms based on need. See below for more detail on our platforms. It is anticipated that the successful candidate in this role will become a subject matter expert for the initial product offering before going on to develop knowledge of the rest of the Induction Group product suite, providing further excellent customer service for the wider group.
At Induction we are keen to provide our staff with opportunity to progress and grow. With a fast-growing team, we believe that the successful candidate will have opportunities to progress in the future into other roles such as Business Analyst or Project Manager or any other area of the business.
Key Accountabilities:
To provide effective 1st line and 2nd line support to patients, NHS trusts and internal staff for our platforms. Your key responsibilities will be:
Providing excellent customer service to patients, NHS employees and Induction staff
Logging and management of support tickets from both external and internal sources
Efficiently investigating or escalating support tickets to 3rd line support as appropriate
Ensuring that support tickets are tracked and prioritised according to their SLA
Liaising with NHS and other customers via phone, tickets, and email.
Documenting support and system processes for the Support Team
Working closely with existing team members to learn from them
Remaining mindful at all times of Clinical, Information governance and data security concerns.
Person Specification:
Skills
Ability to multitask and think on their feet
Good communication skills, including the ability to convey technical concepts and information to both technical and non-technical people
Ability to set and adhere to tight deadlines.
Flexible working approach
Inquisitive nature
Keen eye for detail
Ability to monitor and manage own time to ensure daily objectives are met
Experience
Previous experience within a customer facing role
Previous experience working with service desk and documentation software
1st line support in an IT capacity (desirable)
Experience from within a Healthcare setting (desirable)
Basic understanding of the NHS (desirable)