Technical Support Officer

Job Title:               Technical Support Officer

Department:         Service Desk

Location:               Hybrid (Skegness) 3 days a week on site.

Reporting to:        Support Team Leader

Hours:                   Full time. 9am to 5.30pm, Monday to Friday

Contract:               Permanent

Introduction

Founded in 2010, Inform Health is an award-winning technology partner, that builds software solutions to support the complex needs of Sexual Health, HIV, and Sexual Assault Referral Centre (SARC) services and their patients. Our mission is to empower healthcare providers and commissioners with elegant, innovative and secure software solutions that enhances service efficiency, improves patient care, and provides tangible benefits to the communities they serve. Through close collaboration with our clients, we continuously evolve, shaping solutions that meaningfully transform service delivery within the sexual health industry.

Integrity, passion, innovation, and expertise form the foundation of our success. We act ethically, pursue excellence through creativity, and share knowledge to drive best practices across the industry. Together, we make a real impact on the future of healthcare.

Job Purpose

Inform Health are seeking a suitably experienced Technical Support Officer to join our Service Desk team, providing exceptional support for customers using our Inform products.

The ideal candidate will have a background in application software support and a keen attention to detail. This role involves the deployment, management, and maintenance of systems, along with the production of comprehensive documentation.

The successful candidate will use their excellent communication and interpersonal skills to assist in resolving first-line technical issues, ensuring our applications and services meet the highest standards. By actively contributing to customer projects and internal requirements, this position is essential to maintaining the quality and reliability of our Inform Health applications.

Duties and Responsibilities

Customer Communication

• Handle incoming requests arriving through phone, email, and the ticketing system
• Communicate effectively and precisely through all forms of written and verbal correspondence
• Ensure that all action against a ticket has a corresponding update to keep the customer abreast of progress
• Become an expert on our product, and the way it helps our customers deliver their services to their patients

Service Desk Support

• Categorising incoming work according to type and priority
• Perform first-line level diagnosis of incidents on application, hardware, network, and database issues
• Resolve a wide range of incidents, including (but not limited to) application errors, performance issues, configuration problems.
• Clarify and correctly route requests for change. Identifying whether they are chargeable or classified as a standard service, and route appropriately
• Escalate issues identified to need further technical assistance through the appropriate channels
• Provide detailed information that is best placed to facilitate faster resolution by higher support levels when escalating an issue
• Ensure notification policies are followed for serious incidents, keeping information flowing where it is needed
• Identify and suggest preventative action to avoid potential risks which could cause incidents, or develop into larger problems
• Monitor Inform application performance and uptime, taking appropriate action where problems are identified
• Identify and report recurring issues for root cause analysts
• Carrying out service-desk-actionable standard service items efficiently and accurately
• Carrying out deployments, updating customer software to newer versions containing new features and bug fixes.
• Updating look-up and reference files Inform software relies on such as the TRUD files.
• Understand how permissions work within the inform application, and use this knowledge to effectively support and offer advice on the application
• Be aware of permissions on supporting systems (such as SQL) and how these can affect jobs and application activity

Knowledge Base management

• Identify cases where new knowledge base materials might be required, and create the documentation needed to fill the gap.
• Maintain and update knowledge base materials to keep them relevant and fit-for-purpose.
• Work to maintain top-tier product knowledge, using your initiative and materials made available to you to understand changes and new features as they are released.

Internal Communication and policies

• Work with developers and infrastructure teams to better address logging and fixing bugs or hosting issues by working as a team
• Gather feedback on application performance and usability, and share it with the rest of the business
• Ensure high-impact issues – for instance those that might require a commercial response – are highlighted to the right stakeholders
• Ensure that all activities comply with Inform’s security and compliance policies
• Be vigilant for and report any potential security breaches, or identified vulnerabilities within our applications

 On-call

• Participate in an on-call rotation to provide assistance with high-priority issues and ensure consistent support coverage

Skills and Experience

Essential Skills and Experience:

• Experience of supporting software application environments
• Excellent customer care skills and focus with a professional, positive and flexible attitude
• Ability to problem solve, using a common-sense approach
• Process driven, with the ability to both follow and improve the processes
• Excellent communication skills, accuracy and attention to detail are key
• Ability to work both on your own and as part of a team
• Planning and organisational skills having the ability to prioritise and escalate queries as appropriate
• Clearly demonstrate the ability to take ownership of and complete tasks independently
• Comfortable with working flexible hours
• Ability to meet deadlines and maintain high standards even when under pressure.
• Knowledge of: SQL, IIS, Windows, HTML, Microsoft Edge, Chrome

Advantageous Qualification and Experience:

• Javascript
• JQuery
• CSS
• Salesforce support and CRM
• C##
• Xml
• Agile
• ITIL and other support frameworks

Benefits

•  Competitive Salary.
• Private Medical Insurance.
• Enhanced Pension Contributions (5% Employee, 5% Employer Contributions).
• Access to an Employee Assistance Programme (EAP) including structured counselling.
• Enhanced annual leave entitlement based on length of service.
• Professional Development Opportunities.