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- Tasks: Provide 1st line support for software applications and resolve IT issues.
- Company: Join Graphnet Health, a leader in healthcare IT solutions.
- Benefits: Enjoy flexible hybrid working and opportunities for skill development.
- Why this job: Be part of a dynamic team making a real impact in healthcare technology.
- Qualifications: Ideal for tech-savvy individuals with strong communication and problem-solving skills.
- Other info: Experience with JIRA, SQL, and cloud technologies is a plus.
The predicted salary is between 30000 - 42000 £ per year.
Location: Flexible - Hybrid working with visits to office in Milton Keynes expected.
Background: Graphnet Health is a software development company that provides solutions to the healthcare IT market and we are seeking a talented individual to join our operations team as an Application Support Analyst for our core application and associated products and provide technical deployment support of our solution remotely to customer servers.
Role Description: The Application Support Analyst will play an integral part of the support process for Graphnet, working and assisting senior members of the team and supporting our core software across all customers. You will be the first point of call for all software application IT issues that come via the service desk system. The ideal candidate will be enthusiastic, flexible, with a keen focus on quality and have excellent interpersonal skills. This is an excellent opportunity to develop system skills and work as part of a technical team.
Duties and Responsibilities:
- Provide 1st line support for Graphnet software applications using JIRA.
- Triage, diagnose, investigate, and resolve service desk calls in accordance with SLAs (Service Level Agreements).
- Escalate issues appropriately and work with senior members of the team in a timely fashion.
- Liaise with 3rd party suppliers to resolve customer issues.
- Review customer environments daily to ensure integrity of the system, including checking incoming data feeds and data loads across all sites, monitor alerts, checking for any errors in functionality and reporting back to customers where required.
- Access management: Review and grant access to our Cloud Access Security (CAS), including reviewing and maintaining all customer CAS boards.
- Maintain the documentation library (knowledge base on confluence).
- Assist the technical teams to ensure that systems are in the same state pre and post patching.
- Additional tasks as required to support the Operations team.
Skills/Experience:
Personal Skills:- Confidence to communicate with customers in a professional manner, remotely or over the phone.
- Must be able to work as part of a team but also independently where appropriate.
- Ability to prioritise work with the ability to adapt to a fluid and varied workload.
- Natural desire to investigate and diagnose issues and document processes as and when required.
- Able to work in a logical and systematic fashion.
- Demonstrate problem solving and troubleshooting skills.
- Exhibit a flexible, can-do attitude to problem solving using own initiative.
- Be reliable and motivated with the ability to stay focused when working from home.
- Demonstrate an attention to detail.
- Hands-on application support or training courses undertaken with any of the following will be advantageous: Bespoke Software Solutions, SQL, ITIL, PowerBI, JIRA/Confluence, Microsoft Teams, Azure/cloud exposure.
- Previous experience in a support or helpdesk role is desirable.
- Higher education/degree in a technical field is desirable.
- Good understanding of IT systems and databases.
- Good/Advanced Excel skills.
- A broad overview of IT issues, both software and hardware.
1st Line Support Analyst employer: Graphnet Health
Contact Detail:
Graphnet Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Analyst
✨Tip Number 1
Familiarise yourself with JIRA and Confluence, as these tools are essential for the role. Understanding how to navigate and utilise these platforms will not only help you in your day-to-day tasks but also demonstrate your readiness for the position.
✨Tip Number 2
Brush up on your SQL skills, as they will be beneficial when diagnosing issues related to data feeds and system integrity. Being able to query databases effectively can set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving abilities during any interviews or discussions. Prepare examples of past experiences where you've successfully diagnosed and resolved technical issues, as this will highlight your capability to handle the responsibilities of the role.
✨Tip Number 4
Emphasise your communication skills, especially your ability to interact with customers professionally. Since you'll be the first point of contact for IT issues, demonstrating your interpersonal skills can make a significant difference in your application.
We think you need these skills to ace 1st Line Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in application support, particularly any roles where you've provided first-line support or worked with software solutions. Emphasise your technical skills, especially with tools like JIRA, SQL, and any cloud technologies.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your problem-solving skills and ability to work both independently and as part of a team. Relate your skills to the job description to show you’re a perfect fit.
Showcase Interpersonal Skills: Since the role requires excellent communication skills, provide examples in your application of how you've effectively communicated with customers or team members in previous positions. Highlight any experience resolving issues over the phone or remotely.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the role of a 1st Line Support Analyst.
How to prepare for a job interview at Graphnet Health
✨Show Your Enthusiasm
Make sure to express your enthusiasm for the role and the company during the interview. Graphnet Health values candidates who are passionate about healthcare IT and eager to contribute to their operations team.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific examples of how you've diagnosed and resolved technical issues in the past. Highlight your logical approach and ability to troubleshoot effectively, as these skills are crucial for a 1st Line Support Analyst.
✨Familiarise Yourself with Tools
Brush up on your knowledge of JIRA, Confluence, and any other relevant tools mentioned in the job description. Being able to speak confidently about these platforms will show that you're ready to hit the ground running.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the support process, and how success is measured in the role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
