Job summary
1st Line Support Analyst - Band 4
£29,460 - £31,909 Inc HCAS Per annum pro rata
Full-time hours 37.5 per week
Bromley Healthcare IT Team manages and develops information systems, voice and information technology over a wide area network, to enable Bromley Healthcare and its customers to function effectively and deliver its business targets. As a First Line Support Analyst in our IT team, you will play a crucial role in ensuring the smooth operation of our organization's technology infrastructure.
Your primary responsibility will be to provide timely and effective technical support to end-users, addressing a wide range of hardware and software issues. From troubleshooting software applications to resolving hardware malfunctions, you will be the first point of contact for individuals seeking assistance with IT-related matters. You will also act as a queue manager for Service Desk ticket queue.
Main duties of the job
-
The role provides support and coaching to others in the IT Service Desk team and assists the IT Service Desk Manager (SDM) in implementing processes, tasks and activities (Daily/Weekly/Monthly) created and designed by SDM.
The First Line Support Analyst is required to log reported faults and requests for the 2500 Bromley Healthcare and Bromley GP users using the Service Desk software and provide on-site front line IT support across all Bromley Healthcare locations.
o Responsible for ensuring standardised processes are followed on a Daily/weekly and monthly basis with the agreed SLA and as per the agreed process setup by SDM.o Responsibilities for ensuring all telephone calls are answered and voicemails processed in line with SOPs and SLAs.o Managing, prioritising and delegating workload to the team on a daily/Weekly and Monthly basis to meet the competing demands of the clinical teams and service users. o Ensuring adherence to information governance policy, including but not limited to the storage of patient information, and the safeguarding of patient datao Participate in all duties relating to First Line IT Support including, but not limited to serving as the SPOC (Single & first point of contact) for users seeking technical assistance over the phone, Walk In, email, chat or via Self Service portal.
About us
Bromley Healthcare is a community interest company providing a wide range of services including community nursing services such as district nursing, health visiting to specialist nurses, as well as therapy services for children, young people and adults. Salary is dependant on NHS experience and current banding/pay point. Excellent benefits package available including various pension schemes, discounted gym membership, cycle to work scheme, discounted electronics, access to EAP, high street discounts, Blue Light Card eligibility, opportunity to apply for low interest personal loans and an excellent lease car scheme and we are constantly looking to expand our staff benefits.
Job description
Job responsibilities
- Logging detailed and accurate reported faults and requests on the Helpdesk system. Investigate support issues and escalating when necessary to Helpdesk 1st line support officer
- Using their technical skills, the post holder will provide first line telephone technical support to all levels of staff across Bromley Healthcare and its customer sites for the following systems:
- MS Office
- E-mail
- Windows 10
- Apple IOS
- Hardware (printers and scanners)
- Other bespoke systems
- Providing courteous and polite technical and telecommunications support and advice to all staff levels across the Bromley borough and at remote sites. To prioritise own workload and ensure each request is dealt with the level of urgency as agreed in the SLA.
- Providing prompt feedback and updates on requests to users/customers. Explaining fairly complex IT solutions in a clear and comprehensive manner that all users are able to understand.
- Assigning reported faults to the relevant product specialist, for 2nd or 3rd line support. Work with these teams to research and provide solutions to complex technical problems. Learn from and use this expertise in future to benefit customers and Helpdesk team.
- Liaise with 3rd party suppliers involved to fix outstanding issues and provide feedback to customer. Escalate outstanding issues to 2nd and 3rd line support.
- User Management
- Setting up and administering user accounts using Active Directory
- Setting up and administering email accounts.
- Managing network folder access
- Management of accounts and permissions on bespoke systems
- Providing reports, using the Helpdesk call logging software, for the Service Manager and other senior staff as may be required.
- Supporting users on external network on the phone and by the use of remote control software.
- Assist 1st Helpdesk support officer in managing daily backups and file restorations.
- Undertake other responsibilities from time to time as agreed with the Service Manager
Please see attached JD for full details and the person spec.
Job description
Job responsibilities
- Logging detailed and accurate reported faults and requests on the Helpdesk system. Investigate support issues and escalating when necessary to Helpdesk 1st line support officer
- Using their technical skills, the post holder will provide first line telephone technical support to all levels of staff across Bromley Healthcare and its customer sites for the following systems:
- MS Office
- E-mail
- Windows 10
- Apple IOS
- Hardware (printers and scanners)
- Other bespoke systems
- Providing courteous and polite technical and telecommunications support and advice to all staff levels across the Bromley borough and at remote sites. To prioritise own workload and ensure each request is dealt with the level of urgency as agreed in the SLA.
- Providing prompt feedback and updates on requests to users/customers. Explaining fairly complex IT solutions in a clear and comprehensive manner that all users are able to understand.
- Assigning reported faults to the relevant product specialist, for 2nd or 3rd line support. Work with these teams to research and provide solutions to complex technical problems. Learn from and use this expertise in future to benefit customers and Helpdesk team.
- Liaise with 3rd party suppliers involved to fix outstanding issues and provide feedback to customer. Escalate outstanding issues to 2nd and 3rd line support.
- User Management
- Setting up and administering user accounts using Active Directory
- Setting up and administering email accounts.
- Managing network folder access
- Management of accounts and permissions on bespoke systems
- Providing reports, using the Helpdesk call logging software, for the Service Manager and other senior staff as may be required.
- Supporting users on external network on the phone and by the use of remote control software.
- Assist 1st Helpdesk support officer in managing daily backups and file restorations.
- Undertake other responsibilities from time to time as agreed with the Service Manager
Please see attached JD for full details and the person spec.
Person Specification
Experience
Essential
- Experience in an Information Technology/ Information related field
- Good operational use of MS Office product suite
- Experience of working on a IT Service Desk
- Experience of working in a busy environment managing multiple priorities and deadlines effectively.
Desirable
- IT Support within NHS environment
Specific Skills
Essential
- Intermediate Technical support knowledge of most of the following: oWindows 10 SW & HW oPrinters and scanners oApple iOS/Android oMicrosoft 16 and 365 Basic Skills oWeb browsers and internet technologies
- Customer focussed with excellent communication skills.
- Good team player
- Customer focussed with excellent communication skills.
- Able to Mentor/coach/train other staff members
Desirable
- Knowledge of Office 365 and NHS system
- Windows 11
- Knowledge of NHS Mail
Qualifications
Essential
- Educational IT related qualification -A level/GCSE or equivalent
- IT Related qualification or equivalent experience
Desirable
- ITIL qualification
- Degree
Person Specification
Experience
Essential
- Experience in an Information Technology/ Information related field
- Good operational use of MS Office product suite
- Experience of working on a IT Service Desk
- Experience of working in a busy environment managing multiple priorities and deadlines effectively.
Desirable
- IT Support within NHS environment
Specific Skills
Essential
- Intermediate Technical support knowledge of most of the following: oWindows 10 SW & HW oPrinters and scanners oApple iOS/Android oMicrosoft 16 and 365 Basic Skills oWeb browsers and internet technologies
- Customer focussed with excellent communication skills.
- Good team player
- Customer focussed with excellent communication skills.
- Able to Mentor/coach/train other staff members
Desirable
- Knowledge of Office 365 and NHS system
- Windows 11
- Knowledge of NHS Mail
Qualifications
Essential
- Educational IT related qualification -A level/GCSE or equivalent
- IT Related qualification or equivalent experience
Desirable
- ITIL qualification
- Degree
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
