Customer Service jobs in United Kingdom

The Systems & Application Support Specialist is responsible for delivering high-quality first and second-line support across DaVita UK, with a strong focus on the organisation's clinical and healthcare applications alongside standard business applications and core IT infrastructure. This role supports end users with technical issues, application troubleshooting, onboarding/outboarding processes, and ongoing improvements to system performance and reliability. The Specialist will work closely with the IT Manager and an external IT support partner to ensure seamless support operations, effective ticket handling, and alignment with enterprise IT standards. A key aspect of the role is the management and optimisation of DaVita UK's application stack, including EMR platforms, healthcare-specific tools, SSO integrations, and associated workflows. The Specialist will also contribute to IT projects, cybersecurity initiatives, and continuous improvement activities across the organisation.

• Provide first and second-line support for all internal users across hardware, software, EMR platforms, and healthcare applications.
• Monitor, triage, and coordinate support tickets with the external IT partner to ensure timely resolution in line with SLAs.
• Escalate issues as needed to minimise operational disruption and maintain business continuity.
• Deliver a high standard of customer service across all interactions.
• Application & System Support
  • Provide technical support for EMR systems, clinical applications, and business software.
  • Troubleshoot application issues, identify root causes, and implement corrective measures.
  • Perform routine maintenance, updates, and configurations across systems and applications.
  • Monitor system performance and proactively address emerging issues.
• User Onboarding, Offboarding & Induction
  • Manage user account creation, modification, and deactivation across systems, applications, and SSO environments.
  • Prepare and configure user devices, application access, and network permissions.
  • Conduct IT inductions for new employees, ensuring understanding of essential tools and security protocols.
  • Complete exit procedures ensuring secure access removal and compliance with data policies.
• IT Training & User Enablement
  • Deliver basic IT training to improve user independence with applications and systems.
  • Provide one-to-one or group training sessions for new systems or software rollouts.
  • Create user guides or reference materials where required.
• Collaboration with IT Manager & External IT Partner
  • Align support priorities, processes, and improvement initiatives with the IT Manager.
  • Serve as the primary contact for escalations and application-related inquiries with the external IT provider.
  • Assist in implementing new technologies, ensuring alignment with security, compliance, and operational standards.
• Participation in IT & Application Projects
  • Support the planning, execution, and delivery of IT and application-related projects, including EMR enhancements, integrations, and migrations.
  • Assist with evaluating new technologies, application solutions, or feature updates.
  • Work cross-functionally to ensure project outcomes meet organisational needs.
• Data Privacy, Security & Continuous Improvement
  • Maintain and enforce data protection, security practices, and access controls across all systems.
  • Participate in security audits, assessments, and improvement initiatives.
  • Support backup, recovery, and business continuity processes.
  • Help refine IT processes and documentation to drive efficiency and consistency.
• Cybersecurity & Compliance
  • Support cybersecurity initiatives, especially those relating to application access, SSO, MFA, and EMR data protection.
  • Assist with maintaining Cyber Essentials certification.
  • Coordinate with internal and external partners on vulnerability remediation and penetration testing activities.
• Alignment with Enterprise Standards
  • Ensure all systems, applications, and support activities align with DaVita corporate IT policies and standards.
  • Collaborate with global teams to implement enterprise-wide updates, security measures, and application integrations.
• Inventory & Asset Management
  • Maintain accurate records of IT assets, including hardware, software licenses, and application accounts.
  • Support procurement processes for new hardware, software, or subscriptions.

• Bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
• 4+ years' experience in IT support or application support roles.
• Experience supporting EMR systems or healthcare-related applications.
• Proficiency in Windows, MacOS, and common enterprise software environments.
• Understanding of networking fundamentals (TCP/IP, VLANs, Wi-Fi, firewalls).
• Experience with SSO technologies (e.g., Azure AD, Okta, ADFS).
• Strong analytical and troubleshooting skills.
• Excellent communication skills for supporting users and collaborating with vendors.
• Familiarity with user access management, onboarding and offboarding processes.

• Prior experience supporting clinical or healthcare information systems, including Electronic Medical Records (EMR/EHR) platforms.
• Knowledge of cloud services (Azure, AWS).
• Certifications such as CompTIA A+, Network+, Microsoft Certified: Azure Administrator Associate.
• Experience working with external IT service providers.
• Knowledge of Cyber Essentials frameworks and penetration testing processes.

• Strong customer service mindset and empathetic communication style.
• Highly organised with strong time management skills.
• Proactive problem solver able to anticipate and address issues early.
• Commitment to data privacy, security, and compliance.
• Ability to work independently and collaboratively with team members and partners.
• Adaptable, resourceful, and eager to support continuous improvement.

DaVita UK delivers life‑saving kidney care to over 2,000 patients across England & Wales. DaVita UK is one of the 14 countries which form DaVita International focusing on transforming care and improving quality of life for people receiving dialysis treatment globally. When you join the DaVita Village, you're joining a winning team with Community First, Company Second culture. We are proud to be an independent, nurse‑led provider, working in partnership with the NHS to deliver the highest standards of care using cutting‑edge technology in welcoming, modern environments.

• Competitive Salary
• Company Pension Scheme
• 35 days' paid leave per annum, including bank holidays
• Life Assurance to 3 times annual salary
• Retail discount scheme membership
• Free onsite parking
• A commitment to your training and development
• A "community first, company second" culture based on Core Values that really matter
• An exciting, collaborative and driven multinational environment
• Live our mission: To be the Provider, Partner, and Employer of Choice
• Dedication, above all, to caring for our patients and teammates