Job summary
The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website.
This is an exciting opportunity to join a dynamic Technology team during a period of growth & development, the ideal candidate will posses experience within an EUC role and a proficiencies with Microsoft 365, EntraID and InTune alongside general troubleshooting skills and the drive to grow with us and support our strategy and vision.
This role requires UK National Vetting at SC level
Potential applicants can contact Craig Cummings at craig.cummings@nhscfa.gov.uk for an informal chat if you have any questions regarding the role.
We reserve the right to close this vacancy before the advertised closing date should we receive a significant number of applications.
Interviews will be held on 21.5.2025 online via Teams.
Main duties of the job
The End User Computing (EUC) Technical Analyst will provide first/second/third line IT support for all NHSCFA employees. They are responsible for resolving support requests and incidents, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Additionally, they will be required to provide periodic Service Desk cover as necessary (call logging, triaging incidents and service requests). This is a Customer Centric role and the requirement to communicate and deal directly with NHSCFA staff and external Stakeholders is essential to enable the high standards of support required. TheEUC Technical Analyst must be technically skilled and maintain the integrity and security of NHSCFA IT hardware and systems.
About us
This role is London based and we offer flexible, hybrid, office and home-based working. In addition to the advertised salary working in the London area will attract High-Cost Area Supplement where appropriate. The NHSCFA values and respects the diversity of its employees and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability. If you are applying to undertake this role on a secondment basis you should have agreement to being released from your current role in principle, prior to submitting an application form. When you apply for this role, you will be redirected to our recruitment system TRAC. The NHSCFA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship.
Job description
Job responsibilities
Diagnosing and resolving software and hardware Service Requests and Incidents across a range of IT devices, audio-visual equipment and software applications; escalating these to other resolver groups if required.
Being an internal escalation point for other staff within the Technology User Services team.
Ensuring the teams objectives and service level agreements are met.
Maintaining a first-class level of customer service, ensuring that all customers are treated efficiently with professionalism.
Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring services to the customer as soon as possible.
Adding to and ensuring knowledge base and knowledge records are accurate, up to date and relevant for our IT teams.
Please see full Job Description and Person Specification.
Job description
Job responsibilities
Diagnosing and resolving software and hardware Service Requests and Incidents across a range of IT devices, audio-visual equipment and software applications; escalating these to other resolver groups if required.
Being an internal escalation point for other staff within the Technology User Services team.
Ensuring the teams objectives and service level agreements are met.
Maintaining a first-class level of customer service, ensuring that all customers are treated efficiently with professionalism.
Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring services to the customer as soon as possible.
Adding to and ensuring knowledge base and knowledge records are accurate, up to date and relevant for our IT teams.
Please see full Job Description and Person Specification.
Person Specification
Knowledge and Experience
Essential
- Significant experience of: oProviding IT services to end users. oSupporting and resolving issues around IT hardware and software and other IT peripherals. oInterpreting complex information, analysing problems and identifying solutions. oIT Service Management principles and practices, such as ITIL v4 / ISO20000. oBuilding working relations with a wide range of people and organisations / suppliers. oLogging support calls (Service Desk telephony), updating call details and managing queues with appropriate attention to detail.
Desirable
- Experience of: oITSM tools, design, configuration and / or operation. oApplying innovative and pragmatic solutions for the benefit of the customer / stakeholder.
Specialist Knowledge
Essential
- Significant experience of: oWindows 10 / M365 Support. oMicrosoft Azure / 365 Device Management. oMS Teams / Outlook / Exchange Online. oBusiness Continuity Management and procedures.
Desirable
- Major Incident Management.
Qualifications
Essential
- Ability to communicate fluently, orally and in writing to present complex technical information to both technical and non-technical audiences. Ability to write and maintain system and technical documentation. Engages directly with staff, external suppliers and stakeholders.
Person Specification
Knowledge and Experience
Essential
- Significant experience of: oProviding IT services to end users. oSupporting and resolving issues around IT hardware and software and other IT peripherals. oInterpreting complex information, analysing problems and identifying solutions. oIT Service Management principles and practices, such as ITIL v4 / ISO20000. oBuilding working relations with a wide range of people and organisations / suppliers. oLogging support calls (Service Desk telephony), updating call details and managing queues with appropriate attention to detail.
Desirable
- Experience of: oITSM tools, design, configuration and / or operation. oApplying innovative and pragmatic solutions for the benefit of the customer / stakeholder.
Specialist Knowledge
Essential
- Significant experience of: oWindows 10 / M365 Support. oMicrosoft Azure / 365 Device Management. oMS Teams / Outlook / Exchange Online. oBusiness Continuity Management and procedures.
Desirable
- Major Incident Management.
Qualifications
Essential
- Ability to communicate fluently, orally and in writing to present complex technical information to both technical and non-technical audiences. Ability to write and maintain system and technical documentation. Engages directly with staff, external suppliers and stakeholders.
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.
Employer details
Employer name
NHS Counter Fraud Authority
Address
7th Floor, HM Government Hub
10 South Colonnade, Canary Wharf
London
E14 4PU
Employer's website
https://cfa.nhs.uk/ (Opens in a new tab)
