1st Line IT Support Technician

Egton Medical Information Systems; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking organization as a Technical Support Analyst, where you will play a vital role in enhancing customer experiences within the healthcare technology sector. This hybrid position allows you to work closely with a collaborative team, providing essential support to patients across the UK. You'll receive comprehensive training while leveraging your problem-solving skills to diagnose and resolve technical issues. With a focus on customer outcomes, this role offers the chance to develop your career in technology while making a meaningful impact on people's lives. Embrace this opportunity to grow and thrive in a dynamic environment that values your contributions.

Benefits

25 days holiday

Flexible bank holidays

Employer pension contribution

Access to LinkedIn learning

Lifestyle discounts

Qualifications

• Experience in a 1st Line or Technical Support Analyst role is essential.
• Understanding of Windows troubleshooting and network fundamentals.

Responsibilities

• Provide outstanding customer experience by diagnosing and resolving issues.
• Support customers via phone, live chat, and internal systems.

Skills

Customer Service Skills

Windows Troubleshooting

Network Administration

Problem-Solving

Multi-tasking

Adaptability

Team Collaboration

Education

Experience in 1st Line Support

Tools

ServiceNow

Windows Active Directory

Job description

Here at EMIS we are looking for a Technical Support Analyst to come and join our customer-driven, diligent and collaborative team on a permanent basis.

Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support patient care across the UK by professionally diagnosing and resolving issues within our bespoke hardware and software products.

This is the perfect opportunity if you are looking to break into the technology industry and join a collaborative service support team. This doesn’t mean we need you to have extensive technology support experience; we can teach you that. However, the role will see you have a more technical focus and will provide you with an abundance of great skills to support you in furthering your career here at EMIS.

This is a hybrid position, where you will join our Leeds City Centre office 2 days per week. It allows us to get together and collaborate effectively as a team and enjoy some face-to-face interaction.

What you will do

Everything you do makes an impact on our customers; therefore, we want you to provide an unrivalled customer experience.

The role is varied and will see you support our customers with a number of queries and problems. You will be responsible for diagnosing issues, but more importantly, resolving these. You will have full support from the wider team in training on our systems and technologies such as Windows Operating Systems and network administration.

As a Technical Support Analyst, you will be communicating with our customers over the phone, via live chat, and our internal service management system (ServiceNow). You will gain exposure to tools such as Windows Active Directory, network fundamentals, and server hardware tools.

Other key responsibilities and accountabilities will include:

• Handle customer contacts in a professional manner using effective customer service skills.
• Diagnose & solve issues raised by our patients using processes and knowledge gained from training.
• Identify and escalate clinical safety and information governance incidents appropriately.

At EMIS, everyone makes an impact. We are a market leader in providing innovative healthcare technology that ultimately improves people’s lives. What could be more rewarding? Apply today!

Who you’ll be:

It is vital that you have experience in a 1st Line or Technical Support Analyst role. While we will provide you with the right training and tools to ensure you are set for success, we need you to demonstrate your ability to empathise, listen, and be patient to achieve the right outcome for our customers.

With a passion for development with technology, you will have an understanding or exposure to Windows troubleshooting and have a methodical mindset to diagnose customer queries.

You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution-driven in your approach.

Other skills we are looking for you to demonstrate include:

• Ability to multi-task and manage your time effectively.
• Adaptable to changing environments/situations/tasks.
• Quick learner, confident in the ability to pick up new systems and tools.
• Motivated by customer outcomes and providing a quality service.
• Exposure to Windows or network troubleshooting is advantageous.

If you want an organisation that cares about you and what you can add to EMIS, then apply today and find out why #LifeAtEMIS is so fantastic!

What we’ll give you

On top of your salary, we also offer several great benefits including:

• 25 days holiday.
• Flexible bank holidays.
• Employer pension contribution.
• Access to LinkedIn learning.
• Lifestyle discounts via our online platform.

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision?

Working with our customers, we are leading the way in the delivery of patient-centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organisations, and specialist services. Ranked in the top five Healthtech organisations in the UK, we are committed to developing the next generation of healthcare technology that will truly make a difference.

About Us

We connect patients and healthcare professionals through integrated, ground-breaking technology, helping people live longer, healthier lives.