Support Analyst

Magentus Group; Greater Manchester, Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare technology company is seeking a Support Analyst to provide technical expertise and operational guidance for customer issues. The role involves troubleshooting, customer service reviews, and collaboration with internal teams to improve healthcare outcomes. The ideal candidate will have a background in biomedical science and experience in technical support.

Benefits

Hybrid working environment

25 days leave plus bank holidays

Enhanced Maternity Leave

Enhanced Paternity Leave

Life Insurance

Private health care

Salary Sacrifice Pension

Working from home allowance

Free Flu Jabs

Enhanced Sick Pay

Qualifications

• Experience in a laboratory environment and software product configuration.
• Previous technical support experience in a support team.

Responsibilities

• Troubleshoot and resolve customer technical issues.
• Assist with client implementations and documentation of defects.
• Ensure activities align with customer Service Level Agreements.

Skills

Technical Support

Troubleshooting

Customer Service

Education

Degree in Applied Science

State Registered Bio-Medical Scientist

Tools

Jira Service Desk

Job description

Magentus products and services have been at the forefront of delivering health technology for more than 30 years, offering deep expertise across clinical systems, health informatics and practice management.

Across pathology, radiology, oncology, maternity, and practice management, we are connecting the health ecosystem and transforming digital healthcare at scale. Driven by our dedicated teams across the globe, our success reflects our passionate commitment to improving healthcare outcomes.

People are at the heart of everything we do at Magentus — we work as one team to create a healthier society.

Short Summary

Our Support Analysts are product experts, understanding how the software operates, configuration options and interoperability. They provide operational guidance and technical expertise for customer issues raised via our Support Team.

Key Responsibilities of the role:

Working as part of our customer support team you will deal with technical issues raised by customers through our service desk.

• Recording, troubleshooting, and resolving customer technical issues with our products and tracking progress through to successful resolution
• Assisting with customer service reviews to determine and deliver follow up actions from the sessions
• Investigation and replication of reported defects and documentation of steps for the development team as required.
• Assist with new client implementations as required.
• Assist with problem management and PIR meetings with internal stakeholders and prepare Post Issue Reporting (PIR) for all priority 1 or 2 issues.
• Ensure all activities are in line with customer Service Level Agreements
• Work with and escalate issues to 3rd line SMEs, Product and Development to resolve difficult and complex tickets.
• Work with internal and external stakeholders to capture clear business requirements and non-functional requirements to describe changes and defects when required
• From time to time, you may be expected to provide onsite support for new projects and installations or to assist with resolving long standing service issues.

Experience Required:

• State Registered Bio-Medical Scientist or equivalent
• Degree, tertiary education in Applied Science – Medical Science or equivalent related health discipline (highly desirable)
• Previous experience within a laboratory environment and with the implementation and configuration of equipment with software products
• Previous experience providing technical support within a support team and using Jira Service Desk

What’s in it for you:

• Hybrid working environment from Manchester (City Centre) or London (Farringdon) – 3 days a week from the Office and 2 from home

Leave:

• 25 days (increases with length of service up to 4 days) plus 8 bank holiday
• Holiday purchase scheme via salary sacrifice
• An extra day annual leave for your birthday
• Enhanced Maternity Leave
• Enhanced Paternity Leave
• Up to two days paid Volunteering days
• Paid time off during the working day to donate blood

Leadership & Development:

• Product Training

Employee Recognition:

• Peer recognitions
• CEO awards
• Length of service awards
• Performance Annual Bonus Programme

Employee Benefits:

• Life Insurance (4x annual salary)
• Private health care (BUPA) plus discounted rates to add your loved ones
• Salary Sacrifice Pension
• Income Protection
• EAP (access to online Healthcare)
• Branded merchandise starter pack
• £250 working from home allowance
• Free Flu Jabs
• Enhanced Sick Pay

Our values say a lot about us:

• One Team
• Make a difference
• We Care
• Trust

People are at the heart of everything we do at Magentus — we work as one team to create a healthier society. We hold monthly communication sessions with the Senior Leadership Team to provide company updates and strategic briefings.

Magentus Software Limited is an equal opportunities employer. We are committed to creating an inclusive and diverse work environment where all employees feel valued and respected.

We do not discriminate based on race, colour, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We encourage applications from all qualified individuals and believe in fostering a workplace where everyone has the opportunity to thrive and succeed.

We are also a proud member of the Disability Confident Employer Scheme, demonstrating our commitment to supporting disabled individuals in the workplace.

If you require any support or adjustments to interact with us, please let us know.