1st Line Support Analyst

In Practice Systems Ltd
From £20,000 to £25,000 per annum Plus Company Benefits
11 Oct 2016
10 Nov 2016
Contract Type
About us Healthcare Gateway is a joint venture company with shared ownership with EMIS and In Practice Systems (InPS) Healthcare Gateway connects information between healthcare systems. Our Medical Interoperability Gateway (MIG) enables clinicians to securely share up-to-date patient data - whatever system they use and wherever they work in the UK. The MIG is a national interoperability solution delivered locally, connecting any healthcare system within a healthcare economy. Uniquely we provide connectivity to virtually all UK primary care systems. This gives Healthcare Gateway’s customers unparalleled, secure access to the whole-life health records of nearly all of the UK’s population. By mobilising this data via the MIG, healthcare providers are able to deliver safer, more efficient care. The ideal candidate will be primarily responsible for the support of the Healthcare Gateway (MiG) service and MiG related incidents raised. The vacancy will involve liaising with, the 1st line Service Desk, Platform Support & the Development and any other team relating to the delivery of the service, to ensure that incidents are resolved within the contracted timescales. As part of the Service Delivery team, you will be providing the major elements of incident resolution, in this role. Duties and Responsibilities; Incident Management in-line with the target SLA’s, which includes: Working with the 1st Line Service Desk team, to take receipt of all assigned calls to the 2nd line queue. Liaising with the Platform Support and Development teams to ensure that he/she is able to resolve incidents in a timely manner Liaise with any 3rd party suppliers/ providers. Escalating any incidents, as required, in the necessary timescales, ensuring that any breaches are kept to an acceptable minimum. Monitoring of the MiG’s services and components to ensure that any alerts are identified swiftly and the appropriate course of action is taken. Liaising and organising inter-departmental, incident related, support activities; including but not limited to: Ensuring that the development team are working with Service Delivery to pass any newly supported products into BAU, in a control manner. Ensuring that the support material is being developed/ maintained when required. Communicating with end users to ensure that the incidents are fully understood, that they are being regularly communicated with during any open incidents and that they are satisfied with the solution that has been delivered to them. Day to day management of incidents & operational requests. Important that all open tickets are fully up to date, with the relevant commentary applied, until the ticket is successfully resolved. Coordinating, managing and reporting on any Major Incidents that occur, against the MiG environment, ensuring that all resolvers required to deliver the working solution are brought together and that there are timely updates issued, in-line with the standard process. Essential Skills; At least 12 months experience of working in a 1st/2nd Line Support role. Educated to Degree level Excellent planning and reporting and skills. Good interpersonal skills. Strong analytical skills. Strong verbal and written communication skills. Basic knowledge of how software is developed and deployed. An ability to understand / resolve technical issues. Working knowledge and experience of SQL, to an intermediate level. Working knowledge and experience of DBA, to an intermediate level. Desirable skills; Knowledge of the Medical Interoperability Gateway An understanding of Healthcare I.T. This job was originally posted as www.cwjobs.co.uk/job/66859160

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