Customer Support Technician

THE COMPANY:

VitalHub UK is a leading group of health-tech companies, with a collective of over 75 years of experience in collaborating with the NHS, to co-design, develop and deploy expert digital patient-flow solutions.

We work with the NHS to improve care services, achieve higher levels of operational efficiency, and enable more coordinated, continuous, and ultimately safer care for patients. Our portfolio of solutions aims to simplify the complexity of data integration for the healthcare industry and are deployed across over 66% of the NHS in England, as well as internationally, and serve to support healthcare organisations to manage patient care services.

VitalHub UK includes Transforming Systems, Intouch with Health, Synopsis, MCAP, Alamac, Jayex Acute, Beautiful Information, S12 Solutions and Hicom.

THE ROLE:

IT Support Technician

This role will sit in the Intouch with Health team, reporting to the Helpdesk Manager. Intouch with Health is a health technology company that provides software solutions aimed at improving the flow of patients, the management of workflow, and collection of data within outpatient departments. The Intouch with Health portfolio of solutions aims to maximise staff time spent with patients by minimising administrative activities and improving the patient experience through innovative and optimised routes to care.

Intouch with Health is deployed in 52% of NHS acute hospitals, processing over 55 million outpatient appointments annually.

The IT Support Technician at Intouch with Health will be part of a growing international group, this role covers 1st/2nd/3rd line support of a range of healthcare software and hardware solutions. The Support Technician will have a technical mind, a practical problem-solving approach, and a strong desire to deliver excellent service to achieve customer satisfaction. The support team underpin the business and the ever-growing product set. Timely and accurate resolution of all customer requests is essential, strict SLAs must be met and issues escalated internally where necessary.

KEY RESPONSIBILITIES:

Responsibilities within the role of IT Support Technician will include but is not limited to:

• Provide expert support for a range of healthcare-focused software solutions via email, phone and web portal
• Produce concise and informative responses to customer support requests, maintaining consistently high levels of customer service, continually ensuring customers get the support they need.
• Support the implementation of hardware and software solutions
• Develop and maintain relationships with key customer contacts and stakeholders
• Work to defined customer Service Level Agreements (SLAs)
• Work closely with development resource to document and resolve issues
• Deliver consistent high levels of customer service
• Product and maintain support documentation

THE RIGHT PERSON:

We’re looking for someone who can:

• Demonstrate strong customer service skills
• Ability to problem solve
• Passionate about developing their career within the technology sector
• Ability to prioritise workload
• Comfortable working remotely

EXPERIENCE:

Essential

• Passionate about software, technology and IT
• Good general software and IT knowledge and experience

• Experience of Windows Server platforms (Active Directory / Group Policy / Basic networking)
• SQL Server and IIS
• Knowledge of built-in Windows’ tools, such as Event Log
• Excellent written and verbal communication skills
• Excellent interpersonal skills
• Organised and able to prioritise work to meet deadlines
• Methodical approach to issue investigation

Desirable

• Knowledge of ITIL best practice
• NHS / Healthcare software experience
• Freshdesk or similar helpdesk solution
• Ability to write basic SQL queries
• Programming experience
• Hardware knowledge (Building PC’s / configuring Peripherals)

As an equal opportunities’ employer, VitalHub is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join VitalHub.