Customer Services Analyst

Description

We are System C, a proud British business on a mission to connect and transform health and care outcomes for all through our market leading software. 

We care about what we do, and that goes for our team members too. We take our role in public digital transformation seriously. We’re in it for the long haul and pride ourselves on how we strive to be better, every day. 

This isn’t just a job; it's an opportunity to own it and shape the role, and ultimately your career. 

We’re thrilled to invite a talented Customer Services Analyst to join us at this exciting time. The role will be remote working with occasional travel into the Basildon office to meet other team members. The contract is a 12 month FTC. 

The Role 

The person we are looking for will play an integral part of the support process for our company working and assisting members of the team and supporting our clinical software suite across all customers. The key to success in this role is having the ability to work as part of a team and independently where appropriate. Ability to prioritise work with strong troubleshooting skills are necessary. 

The Customer Services Analyst role will provide support to the service desks and will work as part of a team that supports our clinical products. The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated updated and managed within SLA. The remit of this role will include working across teams consisting of support staff, developers, product managers, technical support, and software engineers. 

Responsibilities 

• Manage the support of customer issues using the company ITSM tool - JIRA
• Investigate incidents related to the products
• Use initiative to process and prioritise faults according to incident type and in line with SLA
• Correctly assign calls to resolver groups or individuals in line with process in a timely manner
• Author knowledgebase articles for both internal staff and customers
• Use of strong analytical skills that includethe ability to think critically
• Analyse issues, make decisions based on the information submitted, and provide solutions
• Be involved in requesting of data fixes
• Ensure service desk documentation is up to date
• Ensure ITIL process is followed for all incidents
• Ensure all time spent is accurately logged on the Service Desk system
• Attend meetings as required, these may be in other System C offices from time to time

Skills and Experience 

• Working on a service desk/using service desk software tools
• Working with remote desktop software
• Excellent ability to communicate effectively with all levels of technical and non-technical
• Ability to organise and co-ordinate areas of work for yourself and others
• A passion for supporting software applications and a willingness to share knowledge
• Managing incoming enquires (calls/emails) and first line support tickets
• Providing good customer service, manage expectations
• Providing user guidance
• Troubleshooting/replicating
• Identifying issues for escalation
• An understanding of SLAs and their importance
• Strong relationship building, influencing, and negotiating skills
• Strong written & verbal communication and interpersonal skills
• Excellent customer relationship skills

Desirable Skills 

• Working within a software development company
• Knowledge of the IT/Healthcare Industry
• Agile software development
• JIRA and Confluence
• Software testing
• Cloud-based solutions such as Microsoft Azure
• Management assistant duties
• Microsoft SQL awareness

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.