Business System Service Desk Analyst

OverviewJob Title: Service Desk Analyst

Location: Colchester / Hybrid

Contract Type: Permanent

About Care UKCare UK is an award-winning leading private care company with over 150 care homes across the United Kingdom. We are committed to providing exceptional care to our residents and our values of Caring, Passionate and Teamwork are at the heart of all we do. Our success is built on the strength of our people and a diverse range of support functions.

RoleThe post holder’s duties will include the maintenance of the business systems, resolving end user problems and queries, assisting in system developments and the implementation of new functionality or features. The post holder will identify problems and develop quick solutions, acting as a passionate advocate of the business systems and helping secure user buy-in for new system developments and/or introduction of new business processes. This role involves working with a variety of circumstances and issues and contributing to the broader development and expansion of the Company, adapting to changing requirements as the environment evolves.

Responsibilities

Provide first line support for the business systems to operational and support service users. Act as a first point of contact for users, delivering professional expertise in a tactful, polite and approachable manner.

Receive and log all support calls relating to the business systems using the division’s help desk systems.

Perform initial investigation into user queries and resolve where possible.

Escalate support calls and tasks to team members as appropriate.

Monitor the progress of support calls and provide feedback to users.

Ensure that all support calls are closed within SLA timescales. Any exceptions are escalated to the Business Systems Supervisor.

Provide support and training to staff in the use of the systems, including ad hoc training over the telephone or video conferencing and assisting in delivering training to groups in a classroom environment.

Produce quality written procedures and user manuals to support the operation and maintenance of the systems.

Assist in the maintenance and operation of the business systems, including maintaining code structures, reconciling balances, processing interface files, administering user access and maintaining workflow authorisation systems.

Carry out daily system maintenance work including checking the systems are functioning correctly and interface files have been processed successfully.

Create new or change existing user accounts across all the business systems.

Participate in testing of systems and processes as part of upgrading and developing new functionality or applications.

Comply with the Company Appraisal system and attend an appraisal every year and at least quarterly updates.

Ensure mandatory training requirements are met.

Qualifications

Not specified in the provided description.

Why Join Care UK?

Be part of a dynamic and growing organisation dedicated to providing outstanding care.

Collaborate with a diverse and talented team in a supportive and inclusive environment.

Enjoy a competitive salary and comprehensive benefits package.

Make a meaningful impact on the lives of residents and contribute to the success of our care homes.

Care UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all ..... full job details .....