1st Line Support Analyst

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives.

Responsible for providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for a 1st Line Support Analyst to join our Service Desk function in Watford.

As a 1st Line Support Analyst, you will provide fantastic customer service to end users of our products and services. Collaboration is key at EMIS, as 1st Line Support Analyst you will work proactively within the Service Desk team to support 500,000 customers professionally diagnosing and resolving issues with our bespoke software.

We’re looking for individuals with excellent customer service skills, whilst this isn’t a full ‘technical’ role – it would certainly be beneficial if you had an aptitude and passion for technology or experience in a similar customer support role. You will be provided with the tools to transform your career at EMIS. Continuous improvement is key to success; within this 1st Line Support job you will develop your technical understanding, be upskilled, and trained across our complete product portfolio and have regular career conversations to map out your next steps with EMIS.

This is a hybrid role working up to 2/3 days per week from the Watford office and the remainder at home. This role is shift based Monday – Friday between the hours of 8.30 and 6, and the requirement to work one Saturday every 7 weeks which will be worked from home.

What you’ll do

As 1st Line Support Analyst your key duties will include:

• Provide first class customer service through active listening and effective questioning
• Diagnose and respond to customer issues using process and procedural knowledge gained via specialised training
• Problem solve reoccurring customer issues that require judgement and decision making
• Accurately raise, capture, prioritise and manage customer issues using internal tool sets
• Contribute to the continuous improvement of Customer Support

Who you’ll be

We want to make sure you’re set for success, so the key skills and experience we’re looking for are below:

• Excellent interpersonal skills and the ability to empathise with customers
• Time spent in a fast-paced customer service role, either face to face or a helpdesk setting
• A solution focused mind set and confidence working in a target/ SLA /KPI driven environment
• Basic IT knowledge
• A good understanding of Microsoft Office
• A proactive and inquisitive nature and a strong questioning ability

What we’ll give you

This is a fantastic opportunity for you to gain exposure to multiple products across the EMIS group whilst troubleshooting and speaking with customers. You will be supported through your time at EMIS through career development, continuous learning, and training on EMIS products.

As well as a competitive salary, you will also receive 25 days holiday plus 6% employer pension contribution, access to LinkedIn learning and other lifestyle discounts. To make sure you’re never out of pocket you will also join the health care cash plan that allows you to claim back medical, vision, and dental treatments, through to physio, reflexology, and much more, totalling over £2000 a year.