End User Compute Support Analyst - Fleetwood, FY7 8SS
Contract: Permanent
Full-time
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 Support Analyst is to provide first and second line support for all NHSBSA employees. The End User Compute Support 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 the End User Compute Support Analyst to understand the importance of integrity and security of ICT systems.
27 days leave (increasing with length of service) plus 8 bank holidays
~ Flexible working (we are happy to discuss options such as compressed hours)
~ Hybrid working model
~ Career development
~ Active wellbeing and inclusion networks
~ Excellent pension
~ NHS Car lease scheme
~ Access to a wide range of benefits and high street discounts!
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.
Accurately record, update and document requests using the IT service desk system.
To install and configure new ICT equipment.
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.
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.
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.
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 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.
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).
To accurately record, update and document requests using the IT service desk system.
To install and configure new ICT equipment.
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.
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.
Maintain an awareness of ICT related news outside of the NHSBSA, keeping abreast of new and emerging technologies.
Undertake travel to cover NHSBSA sites where EUC presence is required
Financial Management
~ Maintain an awareness of financial and personal implications in the use of a range of resources.
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.
Contribute to a culture which values diversity and inclusion.
~ Comply with NHSBSA policies, procedures and protocols as they apply to your role.
Personal Qualities, Knowledge and Skills
Analysis, investigation and resolution of ICT issue, within new and existing services to enable business continuity and resolve impacting incidents.
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
Writing and maintaining system documentation.
IT Customer Services background or previous experience in an IT support role.
Strong attention to detail in logging support calls, updating call details and experience supporting Desktop hardware and Software.
Basic IT skills (For example, MS office)
Basic Knowledge of using Unix, Linux and/or Windows operating systems
Any additional experience of business or IT work outside of degree would be beneficial.
Experience of ITSM tools, design configuration or operation
Experience of tools such as SCCM, MDM, office365 and Anti-Virus
Experience of Windows 7 & 10 environments.
Studying or willing to study for an IT related degree
Qualifications in appropriate IT certification (E.g. ETIL, TOGAF, Agile, ISTQB, MCP etc)
**** When applying for this role, please read the Supporting Documents on the apply page. ***