Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Responsible for providing essential technology to over 10,000 healthcare organisations across all major UK health sectors, here at Optum we are looking for a 2nd Line Support Analyst to join our innovative support service department, on a permanent basis.
Our Watford support service team meets in the office twice weekly. We work on alternate weekly shift patterns, Monday to Friday, between 8 AM and 6 PM.

WHO YOU’LL BE

We want to make sure you’re set for success so the key skills we’re looking for in the role are below. We know not everyone ticks all the boxes and we’ll provide training on some of the areas if you’re the right person for the role.
You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution-driven in your approach.

Other skills we are looking for you to demonstrate include:

• Enjoys problem-solving and logical thinking
• A proven background working in a Service Desk environment
• Ability to work well and build relationships with customers
• Ability to multitask and prioritise workload effectively
• A self-starter who can work on own initiative
• Ability to demonstrate good SQL skills, including experience writing basic SQL scripts, awareness of SQL jobs, and experience of interrogating SQL databases for investigative purposes
• Experienced with troubleshooting both software and hardware issues and able to provide resolutions accordingly

You will become part of the support service team that is responsible for offering support on technical issues to customers using Optum software in an Acute NHS hospital setting. This specific role will be supporting either our emergency department or our medicines management products.
The role is customer-facing, but the customers are system experts, so you will be problem-solving and mainly operating at a second-line support level, managing issues through to resolution. You’ll deliver exceptional customer service, empathising with our customers and keeping them informed of the status of their incident, whilst always focusing on delivering the best solutions.
We will look to you as a technical specialist in SQL to identify trends and create resolutions whilst sharing your solutions with the wider team.

Other key responsibilities and accountabilities will include:

• Managing escalated queries from customers that require more in-depth investigation/analysis, finding the appropriate resolution, and liaising closely with customers as part of the process.
• Proactively monitoring recurring customer issues and helping to identify a permanent solution for them, i.e., a bug fix
• Ensure the Support Manager is aware of any Priority 1 incidents and provide an outline of the proposed actions and resolutions
• Build relationships with Trust personnel whilst providing customers with operational support to ensure continuous system use.
• Record full details of all contact with users ensuring an event is raised for all queries and any further information is added to the event on receipt.