Join us at Docman in our Castleford Head Office in a 1st Line Support Analyst role with competitive salary and benefits!

  • Do you have experience of working with strict KPI’s and Service Level Agreements?
  • Do you have a technical mind and enjoy troubleshooting?
  • Do you have experience of providing service desk support / educated to degree level in an IT discipline?
  • If you are passionate about IT and look for an exciting new opportunity we would like to hear from you!

We have an exciting opportunity for a talented individual to join our service desk team as a 1st line Support Analyst at our Castleford HQ!

About Docman

Docman is the leading provider of Healthcare Document Management software across the UK. We provide software solutions for over 6,000 GP Practices and 100 NHS Secondary Care organisations, the systems deployed are responsible for maintaining detailed records for over 37,000,000 patients and managing over 3,000,000 items of patient correspondence every week. Docman has long been known as a great company to work for and we pride ourselves in how we treat our people. One of our key drivers is providing an environment in which employees can realise their full potential – we focus on developing talent, retaining valuable employees, motivating our teams, identifying and rewarding effective working, all of which delivers greater productivity, innovation and provides Docman with a distinct competitive advantage. We have an exciting opportunity for a talented individual to join our service desk team as a 1st Line Support Analyst. This role is the first tier in our support structure so offers scope for further progression for an individual with a technical mind to advance within the company. Based from our Head Office in Castleford, West Yorkshire, the successful candidate will form part of a team of 20 plus who handle over 80,000 support incidents per year from GP practices and IT vendors. The role operates on a shift rota basis (which includes weekend working) so a degree of flexibility is required. You will have evidential experience of providing service desk 1st Line support and/or educated to degree level in an IT discipline. If this sounds like the job for you then please apply today!

What you will be doing

Our team use remote technologies and record information within a Service Management Toolset to assist customers (GP Practices and IT Vendors) with queries relating to our bespoke Document Management System. Due to the nature of the role operating within the medical sector, the successful candidate will be required to undergo a DBS check and ideally have experience of handing sensitive data. The successful candidate will build relationships both remotely and with internal stakeholders quickly as well as have the technical expertise to troubleshoot, identify root causes and turn a problem into a solution in adherence with strict KPI’s and Service Level Agreements. Previous experience in a Service Desk or customer service environment and a degree in an IT related field would be advantageous. Experience of the ITIL framework and operating within the NHS sector and an understanding or background in a broad range of technologies is desirable but not essential.

We need you to have

  • Evidential experience of providing service desk support and/or educated to degree level in an IT discipline
  • Ability to work on a shift rota basis including weekends
  • Experience of working with strict KPI’s and Service Level Agreements

It’s nice to have

  • Experience of the ITIL framework and operating within the NHS sector
  • An understanding or background in a broad range of technologies

To apply, send your CV and covering letter to vacancies@docman.com  

Strictly no agencies


Apply by 23/07/2018