Support Analyst

NEC Software Solutions (India); Hemel Hempstead; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company dedicated to improving healthcare through technology. As a Support Analyst, you will play a crucial role in ensuring the smooth operation of software applications that support national health screening programs. Your responsibilities will include troubleshooting customer issues, managing incidents, and maintaining documentation to enhance service delivery. This dynamic role offers a structured career path and the opportunity to make a real impact on public health. If you are eager to learn and thrive in a fast-paced environment, this position is perfect for you.

Benefits

Private Medical Cover

Paid Holiday

Life Assurance

Pension Contributions

Flexible Benefits

Qualifications

• Proficiency in Microsoft Office and excellent communication skills are essential.
• Experience with incident management and ITIL processes is desirable.

Responsibilities

• Act as the first point of contact for health screening customer tickets.
• Manage and update the Incident Management system to meet service SLAs.

Skills

Microsoft Office Suite

Data Entry

Interpersonal Skills

Communication Skills

Organizational Skills

Attention to Detail

Numeracy Skills

Quick Learner

Enthusiasm for Technology

Tools

Active Directory

Microsoft Windows Server

Basic SQL

Job description

Company Description

Come join us and make a difference in the world! Discover more at www.necsws.com

Job Description

NEC Software solutions develop software to support National Screening programmes for adults and newborns, ensuring efficient service delivery. NECSWS aims to provide a world-class support service to guarantee timely screening of citizens, robust software coverage for screening needs, and a focus on clinical governance.

The role suits a self-motivated individual with excellent communication skills, eager to learn, and confident in troubleshooting with minimal assistance.

As a Support Analyst, you will contribute to continuous improvement within NEC Software Solutions and enjoy a structured career path. You will be part of the Service Delivery team, and your responsibilities include:

• Being the first point of contact for health screening customer tickets, system, and application issues.
• Working with the support team to resolve problems, documenting solutions, and escalating urgent issues impacting SLAs.
• Managing and updating the Incident Management system to meet service SLAs.
• Staying updated on technical requirements of in-house software applications.
• Creating and maintaining internal documentation to prevent single points of failure.
• Providing hands-on support to internal and external users.
• Demonstrating high customer service standards within an application support environment.
• Building effective business relationships and gaining customer respect quickly.
• Communicating clearly and appropriately to customers' knowledge levels.
• Assessing and prioritizing work based on urgency.
• Completing customer monthly reports.
• Working across applications within the Screening Health Department, handling both technical and non-technical queries to resolve incidents.

Qualifications

Essential

• Proficiency with Microsoft Office suite.
• Experience with Data Entry.
• Excellent interpersonal, communication, and organizational skills.
• Ability to work independently or as part of a team.
• Structured, proactive approach with attention to detail.
• Good numeracy and written communication skills.
• Quick learner of new skills.
• Enthusiasm for technology in healthcare improvement.

Desirable

• Experience with incident and problem management, ITIL processes.
• Microsoft Windows Server experience.
• Active Directory administration experience.
• Knowledge of Windows OS.
• Basic SQL query writing (not essential).
• Experience working with the public sector.

Person Specification

• Ability to remain calm under pressure.
• Establish credibility with customers.
• Work with limited supervision.
• Meticulous attention to detail.
• Clear documentation skills.
• Ability to build relationships with third-party suppliers and NHS organizations.
• Effective communication with technical and non-technical staff.
• Proactive, forward-thinking, and process-improving mindset.
• Multitasking and balancing priorities.
• Excellent oral and written communication skills.

Additional Information

Employees are entitled to company-funded benefits, including private medical cover, paid holiday, life assurance, pension contributions, and flexible benefits. The role offers a competitive salary.

Other Information

Applicants must demonstrate the right to work in the UK; vetting and checks are required, including DBS and possibly other vetting depending on the role. NEC is an equal opportunities employer.