First Line Support - Lincoln

Job Title: Support Analyst

Location: Lincoln – Hybrid (2 days onsite, 8-10 days/month)

Employment Type: Permanent

Salary: £27,500 per annum

About the Client

Our client operates within the healthcare technology space, delivering critical systems and support services to a wide customer base.

Role Overview

We’re hiring a Support Analyst to provide first-line application and technical support to customers via phone and email. This role focuses on troubleshooting issues, managing support tickets, and delivering high-quality customer service.

Key Responsibilities

• Provide inbound support via phone and email
• Investigate and resolve technical and application issues
• Execute SQL updates and generate reports
• Manage and prioritise support tickets (Freshdesk)
• Maintain accurate documentation and ticket records
• Escalate issues where required and meet SLA targets
• Collaborate with internal teams to improve customer experience

Required Experience

• Strong IT support / service desk experience
• Excellent communication and customer service skills
• Good problem-solving and analytical ability
• Ability to manage multiple tasks and priorities
• Basic knowledge of SQL (desirable)

Working Pattern

• Hybrid working (minimum 2 days onsite)
• Shift pattern between 8:00 am – 6:00 pm
• Occasional out-of-hours support required

Benefits

• Dedicated learning & development support
• 22 days holiday + bank holidays (+ birthday off)
• Additional volunteering day
• Pension & private healthcare

If you enjoy solving problems, working with customers, and building your career in application support within healthcare tech, this is a strong opportunity.