Streets Heaver Healthcare Computing
Job Description
Job Title:
Support Analyst
Main purpose of role:
We’re looking for enthusiastic and confident problem solvers to join our expanding support team based
in Lincoln. You’ll provide inbound support to customers via phone and email – quickly establishing the
cause of the issues through appropriate questions and enabling solutions as swiftly as possible – whilst
at-all-times delivering a high level of diplomacy and customer care
Annual salary:
£27,500 per annum
Employment Type:
Permanent/Full time
Working hours:
We work a few different shifts (8.00am - 4.45pm, 8.30am - 5.15pm and 9.15am - 6.00pm) to support our
customers, and occasional out of hours work when required.
Job location:
Lincoln - Hybrid working (with in office contract) – Minimum of 2 days in the office per week with regular
in-office team meetings each month – You can expect to be in the office around 8-10 days a month.
Reporting to:
Senior Support Analyst
Duties and Responsibilities:
1) Providing comprehensive support to end-users through telephone & email
2) Investigating and troubleshooting issues reported by users to deliver timely and effective
solutions.
3) Executing SQL updates to address client data issues and generating customised reports as
needed.
4) Recording all interactions meticulously in our support ticketing system (Freshdesk).
5) Categorising support tickets accurately, ensuring clear documentation and concise summaries.
6) Managing your ticket queue efficiently considering priority and complexity, taking ownership of
issues and ensuring compliance with support SLAs.
7) Promptly escalating support tickets when resolution is beyond immediate capability.
8) Communicating professionally and effectively with both customers and internal teams.
9) Collaborating with the wider team to maintain and enhance high levels of customer
satisfaction.
10) Promote sustainable practices to minimise the company’s carbon footprint and waste.
