Operations Support Analyst

Summary of role: Responsible for assisting in the smooth running and manning of the Your Doctor Film & Media Operations Support Desk between the hours of 07:00 - 00:00 Monday to Sunday which includes delivering 1st line support to a constantly fast-growing remote user base.

Key responsibilities:

• Work a 40hr week Monday - Sunday, on a rotating shift basis between the hours of 07:00 - 00:00 with a rotating 2 consecutive days off per week
• Compiling patient result reports and reconciliation on lab reports received vs result messages sent. Sending reports out in a timely manner to the relevant production CRM/OM.
•  Generating SMS messages through text messaging system or compiling Email messages, advising patients of their status to work
•  Contacting laboritories, chasing outstanding results and notifying the relevant production CRM/OM
•  Reporting any unmatched test swabs and kit rejections to the appropriate CRM/OM and resolving
•  Administration of test result certificates
•  Sending Patient Registration forms for electronic signature
•  Administration of user guides and documentation
•  Reporting daily results to Public Health England
•  Maintaining records and ensuring GPDR compliance and confidentiality
• Maintenance of user accounts on various systems
• Providing ad-hoc specialist support for development projects
• IT Helpdesk Support, working closely with YDFM service providers to resolve 1st line issues
• Research resolution to issues, escalating within team as applicable using project/work management tools/ticketing systems and update users of progress with issues
• Daily maintenance of production applications and software - Microsoft platform and our own bespoke systems
• Identify possible causes of client and company business systems when a malfunction is detected; determine root of problem and triage to 2nd line support or resolve
• Assist with the set up of new starter IT equipment and software installation support

Experience and skills:

• Experience in a similar role with customer support and working in a small team working on a shift pattern
• Strong administration skills
• Good knowledge of Microsoft Excel
• Ability to work through busy periods and exhibit excellent organisation skills
• Excellent written and verbal communication skills
• Providing support via remote control applications
• Basic IT knowledge, computer/tech skills

For a full job description or to submit your CV contact recruitment@yourdoctorfm.com