Bank ICT Support Analyst
Closing date: 26 April 2026
The ICT Directorate is responsible for all IT infrastructure and related services at GOSH. This includes hardware, software and many clinical and non‑clinical IT systems and applications such as the Imaging suite and Microsoft 365, which comprises email, Office, SharePoint and Teams. The Directorate also manages the Trust’s Integration Engine, a critical tool for data flows between systems, especially EPIC.
There are four main areas of ICT: Service (Service Desk, PCs, RPA), Technology & Cyber Security (security tools, networks, data centres & core IT systems), Data & Systems (databases, storage, interoperability) and Development (solutions architecture, business partnering, programme & project management).
The ICT Service Desk is the single point of contact for all ICT related interactions within the Trust.
Required Experience
* Extensive experience as an ICT Service Desk Analyst, with strong customer service skills, rapport building and clear communication.
* Ability to ask probing questions to assist troubleshooting with users of varying IT competency.
* Proficiency with ITSM tools.
* Experience creating, updating and maintaining documentation and the knowledge base.
* ITIL knowledge – Overview / Foundation.
* Use of remote tools for first‑time/line fixes.
Main Duties
* Provide technical support as part of the Second Line Technical Support Team for a range of ICT & Trust endpoints and services (desktop PCs, laptops, tablets, telephony devices, smartphones and associated peripherals).
* Ensure users are fully supported in their day‑to‑day use of ICT and Telecoms and perform installations of IT and telephony equipment.
* Support a wide range of endpoint operating systems, applications and productivity software.
* Quickly and efficiently troubleshoot ICT incidents, install supported Trust hardware or software, and conduct necessary testing on devices.
* Support provisioning of new equipment and users, including account creation and password resets.
Person Specification
Knowledge & Experience
* Substantial proven experience delivering endpoint support in a technical department or ICT function.
* Experience working within an IT environment that operates under the ITIL Service Management framework.
* Previous experience installing endpoint devices and setting up End User Accounts, resetting passwords, etc. (e.g. voicemail).
* High level of understanding of one or more endpoint technologies (devices, networks, VOIP, analogue phones, handsets, ISDN).
* Detailed knowledge of endpoint device products, technologies and services employed within the Trust.
* Experience with endpoint devices and cable routing.
Skills & Abilities
* Hands‑on service and support of endpoint devices (PCs, laptops, telephones, tablets, etc.).
* Excellent interpersonal skills; able to handle contacts of all types and at all levels with clear communication.
* Aware of organisational issues related to the Trust’s use of endpoint devices and services.
* Basic admin functionality for setting up endpoint devices.
* Experience creating technical documentation.
* Understanding of ISDN, VoIP and other telecommunications networks and equipment.
* Ability to influence and persuade others to adopt a specific course of action when there is no direct line of command or control.
Education, Training & Qualifications
* Educated to Degree Level, or equivalent professional experience (1+ year) within an ICT environment.
* ITIL Foundation Qualification or equivalent understanding of ITIL Principles.
* Additional Microsoft, Cisco or other IT technical qualifications are desirable.
Equal Opportunities Statement
GOSH is committed to recruiting the best person for the job based solely on their ability and individual merit as measured against this role’s criteria, through a fair, open, consistent and bias‑free process.
We are committed to diversity and inclusion; all applicants receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of unemployment. We particularly welcome applications from BAME communities, people with disabilities and/or long‑term health conditions, and members of the LGBT+ community.
Disclosure and Barring Service Check
This post requires a Rehabilitation of Offenders Act (Exceptions Order) 1975 disclosure; a submission to the Disclosure and Barring Service (formerly CRB) is required to check for any previous convictions.
Contact
Great Ormond Street Hospital for Children NHS Foundation Trust
#J-18808-Ljbffr