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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** Cardiff and Vale University Health Board - **Location:** Manchester, UK (Remote available) - **Salary:** £28,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Software Applications, Monitoring of Systems, Issue Tracking Systems, Information Technology Audit, Software Maintenance, Software Engineering, SystmOne, Backup and Restore, Computerised Systems, Information Technology, User Administration, User Accounts - **Published:** October 22, 2026 - **Apply:** https://www.jobs.nhs.uk/candidate/jobadvert/A1797-26-0208/ats-direct-apply ## About the Role * 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., * 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. * Strong communication and interpersonal skills. * Customer-focused with a commitment to providing high-quality support. * Familiarity with ITIL best practices is a plus. * Experience working within the NHS or similar healthcare environments. * ## Description 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., 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. Responsibilities: 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.