End User Compute Technical Analyst

IT User Services form the central point of contact for all technology related incidents, service requests and queries. The role of the End User Compute Technical Analyst is to provide first/second/third line support for all NHSBSA employees. The End User Compute Technical Analyst is responsible for triaging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. There is a need for the End User Compute Technical Analyst to ensure the integrity and security of ICT systems is maintained., Planning work of own and other team members to achieve agreed objectives, prioritising multiple and sometimes conflicting deliverables, escalating as appropriate, any issues which may impact 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.

Support other team members learning and coaching where required.

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.

Staff

Train, mentor and coach other team members, and apprentices to enable the on-going personal development and growth of skills within the team.

Co-ordinates work to other junior team members in line with agreed delivery of services

A positive customer service attitude and focus is important to this role where the post holder will be expected to provide IT advice and guidance, 2 nd line IT support and assist with the installation of end user compute devices across multiple sites of the NHSBSA amongst other duties.

There is a varied range of equipment that will need to be supported by the post holder including desktops and laptops running Windows 10, audio visual equipment, IP telephony, mobile phones and a range of other IT peripherals. You should have previous experience of working in a 1 st line support role, ideally within a multi-user Active Directory environment.

Any additional support experience or practical knowledge of IT technologies and tools such as SCCM, Intune and Azure would be a bonus.

Experience of working with both PC and Mac platforms and remote support tools would also be a distinct advantage

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.

As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.