Do you want a job with a purpose?
And do you want to make healthcare safer, better and more reliable?
Join our Team!
The Dedalus Group is the leading healthcare and diagnostic software provider in Europe and one of the largest in the world. With an approach focus on the continuum of care to providing complete and patient-oriented future-proof solutions to the healthcare industry.
Dedicated to addressing challenges of the modern healthcare ecosystem, while enabling digital transformation that is centered around the patient, the Dedalus Group have been highly acquisitive since their inception in 1982. Operating across 5 continents, in 40 countries, with over 3,000 global customers and multi-million Euro R&D programme, Dedalus has become the largest European provider of healthcare information systems.
Today, Dedalus employs more than 5,500 highly skilled qualified people; it has the largest software R&D team in the industry in Europe with more than 2000 staff. Thanks to our portfolio of leading next-generation solutions, Dedalus covers the entire spectrum of healthcare professionals’ needs, and today we support over 6,100 hospitals and 5,300 laboratories worldwide.
Dedalus Application Support teams are responsible for delivering 1st and 2nd level support for key Healthcare systems including Patient Administration, Electronic Patient Record and Laboratory Information Management Systems , resolving application incidents/problems and service requests in line with ITIL processes. This key role involves end-to-end investigation, diagnosis & resolution of incidents, problems and service requests working collaboratively in a team environment. The role will focus on supporting customers across the UK and Ireland
Key Responsibilities:
- Provide customer assistance and problem resolution to a wide variety of customers across business areas supported by one or more of the UK&I Healthcare solutions for multiple customers – these solutions may be within the AWS Cloud environment or locally hosted on customer sites
- Provide responses to incidents/problems and service requests in our ServiceNow toolset and take appropriate actions to resolve, interacting directly with the end user and seeking guidance from the wider Dedalus organisation if needed
- Undertake training to support key Dedalus software solutions
- Liaise with development, product and implementation staff as required to resolve incidents/problems/service requests
- Respond to and progress escalations received from Service & Application Managers
- Contribute to a shared knowledge database to facilitate response consistency and to document complex issue resolution
- Complying with Change Control processes for individual Solutions
- Monitor customer enquiries for specific functional areas/solutions, track progress and resolution of escalated enquiries
- Respond to non-routine customer calls and email enquiries
- Opportunity to participate in the on-call 24/7 support rotas (once a sufficient level of knowledge and capability has been achieved)
- Work with senior team members to ensure that calls diagnosed as software defects are investigated at the correct level of detail so that the development team can work on a fix
MUST HAVE COMPETENCIES:
- Excellent communication skills (written and verbal)
- Good problem-solving abilities and analytical skills
- Shows initiative & ability to anticipate potential future issues and escalate accordingly
- Willingness to learn and continuously improve technical skills and product knowledge
- Demonstrates empathy for the situation and a willingness to help, focusing on customer needs and satisfaction
- Ability to handle conflict / complaints, turning a problem into a solution
- Excellent Team Player
- Flexible and adaptable to changes
- Relates well to people at all levels. Establishes good relationships with customers and staff that reflect Dedalus’s core values
Desirable Skills/Qualifications:
- Prior Customer Service experience
- Proficient in Microsoft Office and ServiceNow (or equivalent IT Service Management tools)
- Experience of working with Healthcare software, or working in a Healthcare environment
- Knowledge SQL, Oracle, AWS, ASP .NET, Windows Server, Mumps code and/or Cache
- ITIL experience/qualification
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