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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 are highly relevant for diagnosing and resolving application issues. Being able to query databases effectively will set you apart from other candidates and show your technical capability.
✨Tip Number 3
Highlight any previous experience in a support or helpdesk role during your conversations. Sharing specific examples of how you've successfully resolved customer issues will showcase your problem-solving skills and ability to work under pressure.
✨Tip Number 4
Demonstrate your enthusiasm for the healthcare IT sector. Research Graphnet Health and its products, and be prepared to discuss how your skills can contribute to their mission. This will show your genuine interest in the company and the role.
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 and skills that align with the role of a 1st Line Support Analyst. Emphasise any previous support or helpdesk roles, as well as technical skills like SQL, JIRA, and ITIL.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the position and the company. Mention specific experiences that demonstrate your problem-solving abilities and your capacity to work both independently and as part of a team.
Highlight Interpersonal Skills: Since the role requires excellent communication skills, ensure you provide examples in your application that illustrate your ability to communicate effectively with customers and colleagues, especially in a remote setting.
Showcase Technical Proficiency: Detail any hands-on experience with application support, particularly with tools mentioned in the job description such as PowerBI, Azure, or Confluence. This will help demonstrate your readiness for the technical aspects of the role.
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. Talk about why you are excited about working in healthcare IT and how you can contribute to Graphnet's mission.
✨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 to troubleshooting and your ability to work under pressure.
✨Familiarise Yourself with Tools
Since the role involves using JIRA and Confluence, it’s a good idea to familiarise yourself with these tools beforehand. Being able to discuss your experience or knowledge of these platforms will show that you're proactive and ready to hit the ground running.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of the interview. This could include inquiries about the team dynamics, the types of challenges the support team faces, or how success is measured in the role. It shows your interest and helps you gauge if the company is the right fit for you.
