Support Analyst

TN United Kingdom; Hemel Hempstead; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Support Analyst to join their Service Delivery team. In this role, you will be the first point of contact for health screening customers, ensuring timely resolution of system and application issues. You will work collaboratively within a supportive team environment, contributing to continual improvement processes while maintaining high standards of customer service. This position offers a structured career path and the opportunity to make a meaningful impact on public health services, all while working with innovative technology solutions. If you are self-motivated, eager to learn, and thrive in a dynamic environment, this could be the perfect opportunity for you.

Benefits

Single Private Medical Cover

25 days paid holiday

Life assurance cover

Group Pension Plan

Flexible benefits

Qualifications

• Experience in application support and customer service.
• Strong communication and organizational skills required.
• Ability to work independently and as part of a team.

Responsibilities

• Act as the first point of contact for health screening customer tickets.
• Ensure incident management system is updated and SLAs are met.
• Provide hands-on support to internal and external users.

Skills

Microsoft Office

Data Entry

Interpersonal Skills

Organizational Skills

Communication Skills

Problem Management

Attention to Detail

Customer Service

Ability to Learn Quickly

Education

Experience in Application Support

Experience with ITIL Processes

Public Sector Experience

Tools

Active Directory

Windows Operating Systems

Job description

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NEC Software solutions develop software to ensure that National Screening for Adult and Newborn programmes can run efficient services. NECSWS therefore must provide a world class service in support to ensure that the screening of each citizen is met in a timely manner and that the software is robust to cover the screening programmes needs and ensuring that clinical governance is at the forefront of our delivery.

The role is best suited to a self-motivated individual with excellent communication skills; eager to learn and able to troubleshoot confidently with minimal assistance.

As a Support Analyst, you will contribute to a team-wide process of continual improvement for NEC Software Solutions and in return you will be rewarded with a structured career path.

This role will be working as a Support Analyst within the Service Delivery team, you will be:

• Be first point of contact for our Health screening customers tickets, system and application issues.
• Work directly as part of the support team to ensure that all problems are resolved, solutions are clearly documented and issues that need additional focus are escalated urgently, especially when it will impact SLA timeline.
• Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.
• Keep up-to-date with technical requirements of in-house software applications.
• Create and manage documentation for internal purposes within the team to stop single points of failure
• Provide hands-on support to internal and external users
• Demonstrate a very high level of customer service and have experience working within an application support environment.
• The ability to develop and maintain effective business relationships, and quickly gain the respect of customers
• Have excellent verbal and written communication skills, with the ability to listen, understand and present clear solutions to problems at a level appropriate to the customer’s knowledge and experience.
• The ability to multi-task, assess and prioritise work based on urgency.
• Completing customer monthly reports
• Working on applications across the Screening Health Dept that include duties of non-technical queries to technical queries on our databases to resolve incidents.

Qualifications

• Ability to use the Microsoft Office product suite.
• Experience with Data Entry
• Excellent interpersonal, communication and organisational skills.
• Ability to work as part of a team or independently using own initiative.
• Structured & proactive approach with an attention to detail.
• Good numeracy and written communication skills.
• Ability to learn new skills quickly
• Strong willingness to contribute, participate, add value and be part of a team.
• An enthusiasm for the use of technology in improving healthcare.
• High standard of incident and problem management and experience with ITIL processes.
• Active Directory administration experience.
• Working knowledge of Windows operating systems.
• Good knowledge of Microsoft Office products.
• Experience of working for/with the public sector.

Person specification

• Ability to stay calm under pressure.
• Able to establish credibility with customers.
• Can act with limited supervision within own area of responsibility.
• Ability to document work in a clear and concise manner.
• Able to build working relationships with third party suppliers and NHS Organisations.
• Capable of communicating with technical and non-technical staff to translate customer requirements and issues.
• Willing to challenge and improve existing processes and practices.
• Proactive and forward thinking to stop problems occurring.
• Capability to multi-task and balance customer requirements and internal priorities.
• Excellent oral and written communication skills.

Additional information

Additional information

• Employees of NEC are entitled to the following Company funded benefits:
• Single Private Medical Cover (with the option to select family cover at an additional cost)
• 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days
• 4 x basic salary life assurance cover
• A Group Pension Plan with fantastic employer contributions
• A selection of tax efficient flexible benefits to suit your individual needs
• The role offers a competitive salary.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. All roles as standard undertake a Disclosure Barring Service (DBS) check, some roles may require additional vetting such as NPPV/MOD.

NEC is an equal opportunities employer, welcoming applications from all communities.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

Job Description

NEC Software solutions develop software to ensure that National Screening for Adult and Newborn programmes can run efficient services. NECSWS therefore must provide a world class service in support to ensure that the screening of each citizen is met in a timely manner and that the software is robust to cover the screening programmes needs and ensuring that clinical governance is at the forefront of our delivery.

The role is best suited to a self-motivated individual with excellent communication skills; eager to learn and able to troubleshoot confidently with minimal assistance.

As a Support Analyst, you will contribute to a team-wide process of continual improvement for NEC Software Solutions and in return you will be rewarded with a structured career path.

This role will be working as a Support Analyst within the Service Delivery team, you will be:

• Be first point of contact for our Health screening customers tickets, system and application issues.

• Work directly as part of the support team to ensure that all problems are resolved, solutions are clearly documented and issues that need additional focus are escalated urgently, especially when it will impact SLA timeline.

• Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.

• Keep up-to-date with technical requirements of in-house software applications.

• Create and manage documentation for internal purposes within the team to stop single points of failure

• Provide hands-on support to internal and external users

• Demonstrate a very high level of customer service and have experience working within an application support environment.

• The ability to develop and maintain effective business relationships, and quickly gain the respect of customers

• Have excellent verbal and written communication skills, with the ability to listen, understand and present clear solutions to problems at a level appropriate to the customer’s knowledge and experience.

• The ability to multi-task, assess and prioritise work based on urgency.
• Completing customer monthly reports
• Working on applications across the Screening Health Dept that include duties of non-technical queries to technical queries on our databases to resolve incidents.

Qualifications

Essential

• Ability to use the Microsoft Office product suite.

• Experience with Data Entry

• Excellent interpersonal, communication and organisational skills.

• Ability to work as part of a team or independently using own initiative.

• Structured & proactive approach with an attention to detail.

• Good numeracy and written communication skills.

• Ability to learn new skills quickly

• Strong willingness to contribute, participate, add value and be part of a team.

• An enthusiasm for the use of technology in improving healthcare.

Desirable

• High standard of incident and problem management and experience with ITIL processes.

• Microsoft Windows Server experience.

• Active Directory administration experience.

• Working knowledge of Windows operating systems.

• Good knowledge of Microsoft Office products.

• Basic experience writing SQL queries – Not Essential

• Experience of working for/with the public sector.

Person specification

• Ability to stay calm under pressure.

• Able to establish credibility with customers.

• Can act with limited supervision within own area of responsibility.

• Have a meticulous eye for detail.

• Ability to document work in a clear and concise manner.

• Able to build working relationships with third party suppliers and NHS Organisations.

• Capable of communicating with technical and non-technical staff to translate customer requirements and issues.

• Willing to challenge and improve existing processes and practices.

• Proactive and forward thinking to stop problems occurring.

• Capability to multi-task and balance customer requirements and internal priorities.

• Excellent oral and written communication skills.

Additional information

Additional information

• Employees of NEC are entitled to the following Company funded benefits:

• Single Private Medical Cover (with the option to select family cover at an additional cost)

• 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days

• 4 x basic salary life assurance cover

• A Group Pension Plan with fantastic employer contributions

• A selection of tax efficient flexible benefits to suit your individual needs

• The role offers a competitive salary.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. All roles as standard undertake a Disclosure Barring Service (DBS) check, some roles may require additional vetting such as NPPV/MOD.

NEC is an equal opportunities employer, welcoming applications from all communities.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

Qualifications

Essential

• Ability to use the Microsoft Office product suite.

• Experience with Data Entry

• Excellent interpersonal, communication and organisational skills.

• Ability to work as part of a team or independently using own initiative.

• Structured & proactive approach with an attention to detail.

• Good numeracy and written communication skills.

• Ability to learn new skills quickly

• Strong willingness to contribute, participate, add value and be part of a team.

• An enthusiasm for the use of technology in improving healthcare.

Desirable

• High standard of incident and problem management and experience with ITIL processes.

• Microsoft Windows Server experience.

• Active Directory administration experience.

• Working knowledge of Windows operating systems.

• Good knowledge of Microsoft Office products.

• Basic experience writing SQL queries – Not Essential

• Experience of working for/with the public sector.

Person specification

• Ability to stay calm under pressure.

• Able to establish credibility with customers.

• Can act with limited supervision within own area of responsibility.

• Have a meticulous eye for detail.

• Ability to document work in a clear and concise manner.

• Able to build working relationships with third party suppliers and NHS Organisations.

• Capable of communicating with technical and non-technical staff to translate customer requirements and issues.

• Willing to challenge and improve existing processes and practices.

• Proactive and forward thinking to stop problems occurring.

• Capability to multi-task and balance customer requirements and internal priorities.

• Excellent oral and written communication skills.

Additional Information

Additional information

• Employees of NEC are entitled to the following Company funded benefits:

• Single Private Medical Cover (with the option to select family cover at an additional cost)

• 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days

• 4 x basic salary life assurance cover

• A Group Pension Plan with fantastic employer contributions

• A selection of tax efficient flexible benefits to suit your individual needs

• The role offers a competitive salary.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. All roles as standard undertake a Disclosure Barring Service (DBS) check, some roles may require additional vetting such as NPPV/MOD.

NEC is an equal opportunities employer, welcoming applications from all communities.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.