Technical Support Analyst

The Technical Support Analyst primary role is to provide excellent customer service whilst resolving technical incidents or requests raised by end users of Perceptive applications.

- Deliver a positive, memorable and meaningful service to both internal and external customers

- Be responsible for the timely and effective delivery of personally assigned objectives to agreed standards and within agreed timescales

- Develop and maintain good relationship with all stakeholders and ensure they are kept informed of work in progress and involved in relevant decision making.

- Provide service related to supporting the second line support function for software issues raised, triaging them and bringing them to a successful and timely conclusion.

- Diagnose application defects from exhibited symptoms; devise potential a work-around for customers and enter an in-depth technical analysis of root cause into the defect tracking system

- Participate fully in the development of processes to improve the service levels on support activities as requested – improving resolution times or quality as needed (e.g. maintain and share info on resolved issues, identify improvements to ‘support’ documentation, etc.)

- Assist less experienced team members, helping them to develop the knowledge and skills necessary to perform their roles effectively

- Maintain a positive, results orientated work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective manner

- Adhere to ALL standard operating procedures of Perceptive Informatics

- Adhere to FDA regulations (21 CFR Part 11, GCP)Qualifications• Degree in Computer Science or equivalent job experience (essential)

• Customer Service experience (essential)

• Understanding of SQL (essential)

• Technical Helpdesk experience (essential)

• Unit and system testing/validation desirable

• ITIL Incident and Problem management desirable