IT Support Analyst, Office Based

We are seeking a skilled IT Support Analyst to join our dynamic IT team. The successful candidate will be responsible for providing technical assistance and support to end-users, ensuring the efficient operation of systems, software, and hardware. The IT Support Analyst will play a crucial role in diagnosing and resolving technical issues, maintaining IT infrastructure, and delivering exceptional service to our colleagues., End-User Support:

• Respond to user queries and issues through various channels, including phone, email, and in-person.
• Diagnose and troubleshoot hardware, software, and network problems to resolution.
• Provide step-by-step guidance and training to users on technical matters.
• Install, configure, and update software applications and operating systems.

Incident Management:

• Monitor the incident management system, log and update incidents, and ensure timely resolution.
• Escalate complex issues to higher-level support when necessary.

Telecoms Support:

• Provide support for telecoms systems, addressing issues and ensuring seamless communication for end-users.
• Collaborate with telecom service providers to troubleshoot and resolve technical challenges.

Technical Issue Resolution:

• Analyse and resolve technical problems in a timely and efficient manner.
• Escalate complex issues to appropriate teams or higher-level support when necessary.
• Maintain detailed records of technical issues and their resolutions.

NHS Product Support:

• Support end-users with NHS products such as TPP Systmone, EMIS, and ERS.
• Troubleshoot issues and provide guidance on using NHS-specific applications.

Hardware and Software Maintenance:

• Perform routine hardware and software maintenance tasks, including updates, patches, and system backups.
• Conduct regular system audits to ensure security and compliance.
• Collaborate with vendors and other IT professionals to address hardware and software issues.

IT Infrastructure Management:

• Assist in the planning, implementation, and maintenance of IT infrastructure.
• Monitor system performance and troubleshoot issues to ensure optimal functionality.
• Contribute to the development and improvement of IT policies and procedures.

System Health Monitoring:

• Monitor system health to identify and address potential issues proactively.
• Collaborate with relevant teams to ensure optimal system functionality.

IT Audits:

• Contribute to IT audits to ensure compliance with security policies and procedures.
• Maintain accurate records and documentation related to IT audits.

User Account Management:

• Create and remove user accounts on various systems as per organisational requirements.
• Manage password resets on multiple systems and ensure security protocols are followed.

Support for IT Administrators:

• Assist IT administrators when needed, providing additional support during peak workloads.
• Collaborate with IT administrators on tasks requiring a collective effort.

Site Support:

• Collaborate with the IT team to set up IT infrastructure and systems for new company locations, ensuring a seamless transition and efficient operation.
• On-site IT support of Hardware/Software, Medical Device configuration such as Ultrasound and Echo cardio machines.
• Site Survey for new site commissioning.

User Training and Documentation:

• Develop and maintain user guides, manuals, and documentation for common issues and resolutions.
• Conduct training sessions to enhance end-users' technical skills and awareness., * The role of IT Support Analyst is designed as a hybrid position, allowing for a combination of on-site and remote work. This flexibility aims to support a healthy work-life balance while ensuring the availability of IT support services as needed. The specific balance between on-site and remote work will be determined by the operational requirements.

Working Conditions:

• This position may require occasional evening or weekend work to address critical issues or system upgrades.
• Participation in an on-call rotation for after-hours support may be required.

Working Hours and Availability:

• The IT Support Analyst will be part of a rotational shift basis, operating seven days a week between 7:30 am to 8:00 pm.

Availability for On-Call and Travel:

• Participation in an on-call rotation for after-hours support is a requirement for this role.
• Travel may be necessary to provide on-site support to remote offices or to address technical issues that cannot be resolved remotely.

Do you have experience in Software troubleshooting?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, or a related field.

• NHS Experience.
• Proven experience as an IT Support Analyst or in a similar role.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with ITIL best practices is a plus.
• Strong communication and interpersonal skills.
• Customer-focused with a commitment to providing high-quality support.

Preferred Skills:

• Experience with helpdesk and ticketing systems.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent.
• Familiarity with Active Directory, Exchange, and other enterprise-level technologies.

Additional Advantage:

• Experience working within the NHS or similar healthcare environments.

What we can offer to you

• Excellent work / Life balance
• Modern open office space with complimentary fresh fruit and nuts.
• 25 days holiday plus bank holidays
• An extra day off to celebrate your birthday!
• Healthcare Cash Plan
• Life Insurance
• Cycle to Work Scheme
• Salary Sacrifice Electric Care Scheme
• Charitable Giving Scheme
• NHS Discount & Support Schemes
• Employee Assistance Program

We are a growing organisation that has been operating within the NHS since 2006, offering both Primary and Secondary care services with a forward-thinking, dynamic approach to patient healthcare. We are pioneers in a range of projects, from genomics to digital healthcare services, focused on delivering a better patient experience. With a diverse team of over 500 staff spread across approximately 50 locations throughout the UK, we are dedicated to excellence in every aspect of our operations.