NHS AfC:
Band 5ContractPermanentHours
1. Full time
2. Flexible working
37.5 hours per week Job ref 914-BSA7292716 Site Hesketh HouseTown FleetwoodSalary £31,049 - £37,796 per annumSalary period YearlyClosing 17/07/2025 23:59
Job overview
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?
• Hybrid working – offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it
• 27 days leave (increasing with length of service) plus 8 bank holidays
• Opportunities for development
• Active wellbeing and inclusion networks
• Excellent pension
• Various salary sacrifice schemes
• Employee Assistance programme, offering free 24/7 support for you and your loved ones
• Access to a wide range of benefits and high street and online discounts
Main duties of the job
3. Managing your own time and work commitments/deadlines.
4. 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.
5. Assisting all users with any logged ICT related incident.
6. 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).
7. Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
8. Accurately record, update and document requests using the IT service desk system.
9. Install and configure new ICT equipment.
10. Managing access to applications and technology systems through effective access management (User Account Management).
11. Maintaining a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
12. Willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
13. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.
Working for our organisation
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.
Detailed job description and main 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.
Person specification
Qualifications
Essential criteria
14. A-Level or equivalent in a computing related subject
15. Relevant experience of the subject matter
Desirable criteria
16. Studying or have recently gained and IT related degree.
17. Qualifications in appropriate IT certification (eg ITIL, TOGAF, Agile, ISTQB, MCP etc)
Personal Qualities, Knowledge and Skills
Essential criteria
18. Working collaboratively within a team setting
19. Working under general direction whilst taking the initiative and responsibility for delivery individual tasks.
20. Managing call closure and escalations
21. 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 criteria
22. Awareness of digital channel shift and approaches.
23. Analysis and investigation of ICT issues, within new and existing services to enable business continuity and resolve major incidents
24. Experience of ITSM tools, design configuration or operation
Experience
Essential criteria
25. Performing a range of varied work activities in a variety of structured environments
26. Communicating technical information to both technical and non-technical people.
27. Writing and maintaining system and technical documentation
28. 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
29. IT Customer Services background or previous experience in an IT support role.
30. Experience supporting Desktop hardware and Software.
Desirable criteria
31. Any additional experience of business or IT work outside of degree would be beneficial.
32. Presenting to groups of people
33. Meeting strict service requirements (KPIs, SLAs, OLAs).
34. Experience of ITSM tools, design configuration or operation
35. Experience of tools such as SCCM, MDM, office365 and Anti-Virus
36. Experience of a range of IT operating systems and applications used within a business environment
The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.
At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.
We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.
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