Support Analyst - Reply

Graduate 2nd Line Support Analyst

About Solidsoft Reply:
Solidsoft Reply is the Reply Group company specialised in developing digital healthcare solutions for patient safety and closed-loop medicine management. We partner with Healthcare and Industry, helping our customers succeed through our expertise in designing and implementing innovative solutions, and through our continued commitment and investment in Microsoft technologies and the Microsoft Azure cloud platform. We are a published thought leader and deliver software and services via our team of highly skilled and competent people. www.solidsoft.reply.com

Role Overview:
Solidsoft Reply have an exciting opportunity and are looking to hire a 2nd Line Support Analyst in our Support & Operations team. Reporting to the Service Desk Manager you will be providing first response support to customers and the opportunity to progress customer requests, incidents and problems further. You will be monitoring and identifying potential issues with critical custom healthcare systems that use leading edge Microsoft Azure technologies. Strong interpersonal skills are key to discussing complex technical details with worldwide customers of Solidsoft Reply Managed Services and internal teams. The role involves some out-of-hours and on-call work as part of a rota and may require some shift work.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance via phone, chat, email, or ticketing system
• Guide users through step-by-step solutions following set procedures and knowledge articles
• Work closely with clients, vendors, partners and technical groups to provide support and escalations for technical incidents
• Log all support interactions, resolutions, and follow-ups accurately in the helpdesk ticketing system, and manage through to resolution, communicating professionally to customers
• Querying databases and logging tools to identify and resolve system issues
• Adherence to Change, Incident, and Problem Management procedures
• Contribute to the creation and maintenance of technical documentation and user guides and participate in continuous improvement efforts and team knowledge sharing

About the candidate:

• Computer Science \\ IT Based Bachelors or Masters Degree 2:1 or above
• Strong interest in support and operations, with a desire to build a career in technical support and cloud-based systems
• Some familiarity with concepts in application support, troubleshooting, or software development
• Eagerness to learn about Service Management processes such as Incident, Problem, and Change Management
• Enthusiasm for developing skills in Microsoft technologies, including Azure, Azure DevOps, and database tools such as SQL
• A proactive communicator with good interpersonal skills, capable of working collaboratively and providing excellent customer service
• A logical thinker with a passion for problem-solving and a willingness to grow in a fast-paced support environment

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.