End User Compute Support Analyst

Job description

Job responsibilities

In this role, you are accountable for

Managing your own time and work commitments/deadlines.

To diagnose and resolve software and hardware incidents across a range of ICT and software applications and to escalate these more senior members of the team or the appropriate resolver group as required.

To assist all our users with any logged ICT related incident when called upon.

To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved).

Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.

To accurately record, update and document requests using the IT service desk system.

To install and configure new ICT equipment.

To manage access to applications and technology systems through effective access management (User Account Management).

To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.

Building and maintain a number of productive working relationships across the organisation.

Analysing, interpreting, and reporting information and knowledge of technical subjects and concepts to influence decisions.

Using incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner.

Maintaining an awareness of your own development needs, actively seeking development opportunities to enhance your own skills and knowledge, generating creative and innovative ideas.

Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

Financial Management

Maintain an awareness of financial and personal implications in the use of a range of resources.Relationship Management

Engaging in partnership working with other individuals, groups and agencies.

Information Management

Maintain an awareness of agreed service levels, KPI's and standards within team, reviewing own performance and adapt own approach to maximise the delivery to support and meet agreed standards.

In addition to the above accountabilities, as post holder you are expected to

1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.

2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.

3. Encourage an environment where your own and colleagues safety and well-being is promoted.

4. Contribute to a culture which values diversity and inclusion.

5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.

Person Specification

Qualifications

Essential

• A-Level or equivalent in a computing related subject
• Relevant experience of the subject matter

Desirable

• Studying or have recently gained and IT related degree.
• Qualifications in appropriate IT certification (eg ITIL, TOGAF, Agile, ISTQB, MCP etc)

Personal Qualities, Knowledge and Skills

Essential

• Working collaboratively within a team setting
• Working under general direction whilst taking the initiative and responsibility for delivery individual tasks.
• Managing call closure and escalations
• Analysis, investigation and resolution of complex ICT and Audio-Visual issues, within new and existing services to enable business continuity and resolve major incidents.

Desirable

• Awareness of digital channel shift and approaches.
• Analysis and investigation of ICT issues, within new and existing services to enable business continuity and resolve major incidents
• Experience of ITSM tools, design configuration or operation

Experience

Essential

• Performing a range of varied work activities in a variety of structured environments
• Communicating technical information to both technical and non-technical people.
• Writing and maintaining system and technical documentation
• Strong attention to detail in logging support calls, updating call details and supporting and resolving issues around Desktop hardware and Software and other ICT Peripherals
• IT Customer Services background or previous experience in an IT support role.
• Experience supporting Desktop hardware and Software.

Desirable

• Any additional experience of business or IT work outside of degree would be beneficial.
• Presenting to groups of people
• Meeting strict service requirements (KPIs, SLAs, OLAs).
• Experience of ITSM tools, design configuration or operation
• Experience of tools such as SCCM, MDM, office365 and Anti-Virus
• Experience of a range of IT operating systems and applications used within a business environment

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

NHS Business Services Authority

Address

Stella House

Goldcrest Way

Newcastle upon Tyne

NE15 8NY

Employer's website

https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)