Platform Support Technician

You will be a proactive and customer-focused Platform Support Technician responsible for providing day-to-day support for the HBS Platform, formerly known as Virtual Lucy.

This is a hands-on role supporting a business-critical healthcare application used by internal teams, customers and clinicians. You will be the primary support contact for the platform, investigating issues, managing incidents and service requests, supporting platform configuration and working closely with Product Development to ensure a high-quality user experience.

You will be comfortable working independently, taking ownership of support activities and developing a strong understanding of the platform and its associated business processes.

Platform Support – Provide first and second-line support for the HBS Platform, investigating, troubleshooting and resolving incidents and service requests in line with agreed service levels.
Incident Management – Act as the primary support contact during platform incidents and outages, ensuring users and stakeholders are kept informed and issues are progressed through to resolution.
Problem Management – Identify recurring issues, perform root cause analysis and work with Product Development to implement long-term fixes and improvements.
System Administration – Support user account administration, access management, platform configuration and routine maintenance activities.
Testing & Release Support – Support testing of fixes, enhancements and platform releases and validate that issues have been resolved following deployments.
Documentation – Create and maintain support documentation, SOPs, knowledge articles and user guidance materials.
Continuous Improvement – Identify opportunities to improve support processes, reduce repeat issues and enhance the overall user experience.
Stakeholder Management – Build strong working relationships with Product Development, IT, operational teams, clinicians and customers, communicating effectively with both technical and non-technical audiences.
Primary Point of Contact – Act as the main point of contact for platform support enquiries from internal teams, clinicians and customers, escalating defects and complex issues where required.

This job description is not intended to be exhaustive, and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post holder. This role profile is intended to provide a broad outline of the main responsibilities only. The role is UK-wide.

Your direct line manager will be the Head of IT.