This role is office based in Fleetwood due to the nature of the work, and includes travel on occasion to support other locations.
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, 2nd line IT support and assist with the deployment and installation of end user compute devices across multiple sites of the NHSBSA among other duties.
You should have previous experience of working in a 1st / 2nd line support roles, 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 advantageous. Experience of working on large scale device refreshes would also be a distinct advantage.
What do we offer?
* 27 days leave (increasing with length of service) plus 8 bank holidays
* Flexible working (we are happy to discuss options such as compressed hours)
* Flexi time
* Hybrid working model (we are currently working largely remotely)
* Active wellbeing and inclusion networks
* NHS Car lease scheme
* Access to a wide range of benefits and high street discounts!
Main duties of the job
* Managing your own time and work commitments/deadlines.
* Diagnosing and resolving 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.
* Assisting all users with any logged ICT related incident.
* Taking 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.
* Accurately record, update and document requests using the IT service desk system.
* Install and configure new ICT equipment.
* Managing access to applications and technology systems through effective access management (User Account Management).
* Maintaining a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
* Willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
* Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.
About us
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’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
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.
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.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Government Administration
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