Support Analyst – Bolton – SQL / Shifts

Support Analyst – Bolton – SQL / SHIFTS

1st & 2nd Line Support Analyst – Bolton

SQL / SQL Server / Unix / Linux / MS SQL / 24x7x365 SHIFTS!

Due to continued growth, my market leading global client are looking to recruit a 1st & 2nd Line Support Analyst to work out of their busy offices based in Bolton working on a 24x7x365 basis. The role will involve answering and logging inbox client calls on a range of NHS products and providing a high level of service in resolving any queries or issues. They are looking for someone with strong SQL & customer service skills. Anyone who has previous experience working with HL7 or in an NHS environment would be desirable.

Experience of software product support will be particularly helpful, especially on a SQL Server platform and with exposure to a broad range of technical areas. Any Unix experience would be a distinct advantage for this position.

Duties will include;

Log onto the phones punctually and prepared to start per the roster schedule.
Answer all incoming calls to the Help Desk in a professional, confident and timely manner.
Screen calls to ensure the client is entitled to support i.e. registered in the client database and on a support and maintenance contract.
Understand and record the significant aspects of a client’s issue in the call logging system.
Record and monitor calls using company approved systems, tools and procedures.
Retrieve messages from voicemail and either return calls or distribute the messages, as appropriate.
Acknowledge and deal with client queries received through the Support Mailbox.
Escalate Client enquiries appropriately to third level support, where an enquiry cannot be resolved to a client’s satisfaction, as further technical assistance is required.
Investigate, replicate or test problems and queries to resolve open jobs.
Record and escalate software suggestions, bugs and/or problems to the Helpdesk Manager.
Meet or exceed established Key Performance Indicators (KPI’s) for call answer, average talk time and incident closure rate.
Take ownership of client queries by updating clients regularly on the status of their open jobs as per their preferred method of contact – telephone, fax and see these through to closure by appropriately resolving and closing the jobs.
Schedule follow up calls and installation bookings and see them through to completion.
Be available to provide Helpdesk support on a shift basis, at weekends and/or public holidays, as per roster requirements.This is an excellent opportunity, offering any candidate the opportunity to work in a highly technical environment, using the latest technologies. The salary can be anything up to £31,200depending on experience, but this is definitely an opportunity not to be missed, so please send me your CV now