Helpdesk Analyst, Radcliffe Solutions

Radclife Solutions is part of Electric Word's Professional Division. We provide services and software for appraisal management, learning administration and workforce compliance in the NHS and all sectors of Healthcare. Our aims are to tackle process inefficiency, reduce the burden of appraisal and learning and ensure that organisations have the evidence to support compliance with the Care Quality Commission and other regulatory healthcare bodies including the NHS Litigation Authority and the Health and Safety Executive.

One of the ways we support the end users of our IT Solutions is to run a Help Desk, we are currently looking to recruit a Help Desk Analyst to add to our team.

Direct applicants only, no agency applications in response to this vacancy will be accepted

Job Title/Designation:                                          Help Desk Analyst

Reports to:                                                             Senior Help Desk Analyst 

Location:                                                                Barbican, London, UK

Department/Project:                                           Healthcare (E-Knowledge and Skills Framework, Learning Management system & Staff Performance system)         

JOB PURPOSE

To work as a key member of our UK support and help desk team providing ‘customer facing’ support ‘at a distance’.  The purpose of the role is to respond to our customers (IT solution end users) queries to reach a   successful conclusion within an agreed time period. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES.

• Working on user queries by writing database scripts/ SQL queries and taking appropriate actions or to work as directed in order to reply the user query professionally and accurately.
• Working efficiently and professionally in time-critical conditions.
• Learning new tasks quickly and efficiently and to follow instruction accurately.
• Coordinating and reporting a multitude of details at the same time.
• Setting a high standard of communication and time management skills.
• To work on some / all correspondence forums accessed by Tool end-users for recording issues, problems, suggestions and requests pertaining to Software Products developed by Radcliffe Solutions
• Provide periodic feedback / on-demand feedback to IT Project Manager on Support operations.
• To take appropriate action, or as instructed to resolve customer queries through to successful resolution.
• To take appropriate action, or seek help to resolve miscellaneous issues through to successful resolution.
• Manage workload efficiently while being able to resolve time-critical situations professionally.
• Escalate any known issues and problems to the immediate supervisor
• To implement support processes, which include lockouts, inability to access the tool, transferring user accounts, uploading /deleting staff data, producing reports and data correction
• To provide data and information as requested by the IT Manager/Sales and Managing Directors to support sales meetings
• To support the refresh of a demo site for use during sales meetings
• To support the IT Manager in identifying the ‘types and trends of help desk support our customers need and create a standardised approach to their resolution.

OTHER DUTIES AND RESPONSIBILITIES

• There are a variety of miscellaneous activities that fall to the responsibility of the help desk from time to time, it is expected these tasks are embraced and delivered as instructed by the supervisor/manager.

STAKEHOLDER CONTACT

There is currently a range of stakeholders with which you will be expected to build and maintain successful ‘virtual’ communications and relationships. 

·         Offshore team (product development)

·         Strategic Partners (do not directly buy our products but need our products in use in order for partner objectives to be delivered)

·         Commercial Partners (work with us to extend the reach of our products across healthcare)

·         NHS Customers (end users of our IT Solutions)

·         Private Healthcare Customers (end users of our IT Solutions)

WORKING ENVIRONMENT

·         Based in open plan office in the Barbican, London

·         Travel to client sites when required across UK

ESSENTIAL SKILLS:

PERSONAL ATRIBUTES

FOR MORE INFORMATION

 To apply for this role, please forward your C.V and an accompanying letter stating why you believe you are a potential candidate for this role to:

Mr. Richard Leigh

Information Technology Manager

Richard.Leigh@Radcliffesolutions.co.uk

 NB (The closing date for this role is 31/01/2012)