1st Line Helpdesk Support Analyst

Pertemps Managed Solutions
200.00 GBP Daily
11 Aug 2017
24 Aug 2017
Contract Type
1st Line Helpdesk Support Analyst


We are looking for a 1st Line Helpdesk Support Analyst to deliver proactive and enabling support to users of People Group ICT Systems including the delivery of advanced system administration, user training, provision of clear guidance and improvements to ICT application(s) that embed practice in the business.

This is a 1st line IT support role in which you will support internal customers with an internal Care Records System - Mosaic. Previous experience of supporting internal customers with a complex system is required, but full training will be given on Mosaic so prior experience of this is not necessary.

Day-to-day this contract will require you;

- To be a subject expert in Care Records Systems making best practice recommendations on the appropriate internal systems configuration to achieve agreed outcomes.

- To provide proactive customer facing and accessible support to users of the Care Records Systems that enables the staff to proactively manage their cases.

- To act as advanced administrators managing resolution of complex queries, producing solutions that meet business needs and embedding via the production of process, guidance and support.

- To document processes for the resolution of routine administrative tasks and known errors.

- To coordinate the release of changes across environments consistently and in line with agreed priorities and approach - ensuring documentation is kept up to date.

- To maintain system configuration ensuring the right maintenance processes and approaches are used and that the systems changes are appropriately documented.

- To manage the Care Records System products consistently ensuring upgrades and instances are appropriately managed in line with agreed processes

- To work positively in partnership with ICT suppliers, Business Intelligence and other stakeholders to ensure the timely and effective delivery of solutions.

- To scope, plan and manage the delivery of small Care Systems improvement activity including supplier liaison and stakeholder communications.

- To development and improve existing internal system processes within the existing functionality of Care Records Systems.

- To ensure the appropriate change control processes are adhered to and that documentation is updated as part of ongoing change.

- To document processes for the resolution of routine administrative tasks and known errors.

- To maintain robust documentation, change governance and support for all changes and new developments.

- To deliver or commission training to support the implementation of new business processes ensuring the right e-learning packages and user documentation is up to date and available.

- To test new system functionality, developing test scripts and resolve issues and errors.

- To liaise with system providers on issues and system errors using and learning and evaluating of existing and new functionality to make improvements.

Required Skills and Experience

- A professional qualification in a related areas such as Customer Services, Training or ITIL Foundation

- Experience of 1st Line Helpdesk Support or a similar IT Customer Support Analyst role

- Experience of delivering and commissioning training to support change using a range of appropriate delivery mechanisms

- Experience of working in a customer facing environment working to customer and service standards

- The proven ability of implementing processes consistently ensuring documentation is up to date and accurate

- Experience of dealing with difficult customers appropriately

- Experience of maintaining and administering ICT systems accurately

- Knowledge of business process re-engineering techniques and configuring systems to improve business processes

- Good team working skills

If this sounds like your next opportunity please contact Clare Choytooa at Pertemps Managed Solutions for further information or to apply.