HCL plc

IT Support Analyst - Permanent - London

Posted on November 13, 2014

Contract Type:
Company: HCL plc
Salary: £25,000.00 - £28,000.00 /Year

Job Description:

HCL Clarity offer bespoke recruitment management solutions (RMS) to our clients in the NHS. At the heart of our offering is the level of service and technology we provide our clients to improve the recruitment process within the NHS. HCL Clarity RMS has been designed specifically to meet the needs of the NHS and the healthcare market. Trusts can schedule their workforce efficiently, identify skill gaps and respond quickly to demand by fingertip management of the resourcing process. By harnessing HCL Clarity’s user-friendly technology and being better informed about the dynamics of a workforce, trusts can reduce agency and bank spend, achieve back office efficiency savings and make sound decisions about the future workforce.

We are currently looking to recruit an IT Support Analyst is to take responsibility for administering the temporary worker process through the Skillstream (e-recruitment management) system. A large part of the role will require supporting the HCL Clarity Implementation team, undertaking user acceptance testing and assisting the Service delivery team.

Project Implementation support
Assisting the Business Analyst and Project Manager implementing the HCL Clarity Managed Service. These tasks may include:
• Scoping the business requirements, preparing process flows and assisting the writing of the PID document
• Creating the project plan and delivery timescales internally and externally to the end client
• Sending over the technical requirements to HCL’s 3rd party provider for review
• Undertake user acceptance testing of the HCL Clarity product mix
• Deliver training to the end clients before Go-Live
• Send out communications to the clients
• Create training guides for the HCL Clarity system and in-help videos that can be used for Marketing and Training
• Manually upload data pre-Go Live where required
• Support the implementation team post go live
IT support
• Log all incoming support calls arriving by email, telephone or referral by a Clarity team member into the ManagedEngine system (internal platform to manage calls)
• Act as first line support call resolution, resolving where possible all support calls that are within the capability of this role (training and development will be provided) and recording the resolution on the ManagedEngine system
• Escalate unresolved support calls to another member of the Clarity support team
• Monitor open support calls in the ManagedEngine system and ensure that other members of the Clarity support team update the status of their support calls
• Produce performance reports from the ManagedEngine system as required by HCL Clarity Team (monthly)
• Produce reports from the Skillstream system as required by members of the Clarity Team (on demand)
• Monitor authorisation of timesheets within the Skillstream system and issue reminders to clients of any timesheets that require authorisation (weekly)
• Produce and format the Skillstream payroll/invoice run (weekly)
• Assist (once trained) in the routine maintenance of the Skillstream system and in the implementation of future Clarity deployments
User acceptance testing
• Providing input as part of a UAT team to the testing strategy, and ensure all the HCL Clarity systems are met. .
• Ensuring test plans have been produced to time and standard.
• Identifying requirements for testing within the software release life cycle and engage with the implementation and support delivery team on a daily basis.
• Monitoring and supervising defects to ensure quality resolution within the agreed test schedule and providing consistent reporting.
• Working closely with the Product Managers and support delivery team to analyse and implement all UAT requirements.

The ideal applicant will possess excellent knowledge of PC hardware and Microsoft operating systems, experience of effectively resolving technical problems as well as Service Desk / Contact Handling experience. You should be interested in Change Management, Recruitment & Technology.
Previous experience within a recruitment organisation would be a distinct advantage but is not essential. As this position also requires a high level of interaction with our key clients you must also possess excellent written and verbal communication skills. Occasional travel to client locations during implementation phase may also be required.

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