Overview
IT Support Analyst, Office Based (Permanent) – Omnes Healthcare. Join our IT team to provide technical assistance and support to end-users, ensuring efficient operation of systems, software, and hardware.
Responsibilities and requirements are listed below to outline what the role entails and what is expected from a successful candidate.
Responsibilities
* End-User Support: Respond to user queries and issues via phone, email, and in-person; diagnose and troubleshoot hardware, software, and network problems; provide step-by-step guidance and training; install, configure, and update software and operating systems.
* Incident Management: Monitor the incident management system, log and update incidents, ensure timely resolution; escalate complex issues as needed.
* Telecoms Support: Provide support for telecoms systems and collaborate with service providers to troubleshoot issues.
* Technical Issue Resolution: Analyse and resolve technical problems promptly; maintain records of issues and resolutions.
* NHS Product Support: Support end-users with NHS products (e.g., TPP Systmone, EMIS, ERS) and provide guidance on NHS-specific applications.
* Hardware and Software Maintenance: Perform updates, patches, backups; conduct audits to ensure security and compliance; coordinate with vendors as required.
* IT Infrastructure Management: Assist in planning, implementing, and maintaining IT infrastructure; monitor performance and troubleshoot to support optimal functionality; contribute to IT policies and procedures.
* System Health Monitoring: Proactively monitor system health and collaborate with teams to address issues.
* IT Audits: Support IT audits, maintain documentation and records related to audits.
* User Account Management: Create/remove user accounts and manage password resets while following security protocols.
* Support for IT Administrators: Assist during peak workloads and collaborate on tasks requiring teamwork.
* Site Support: Set up IT infrastructure for new locations; provide on-site hardware/software support and medical device configuration; conduct site surveys for new sites.
* User Training and Documentation: Develop user guides and manuals; conduct training to improve end-user skills.
Qualifications
* Bachelor’s degree in Information Technology, Computer Science, or related field.
* Relevant IT experience; NHS experience is preferred.
* Strong knowledge of computer systems, networks, and software applications.
* Excellent troubleshooting and problem-solving skills; strong communication and interpersonal abilities.
* Familiarity with ITIL best practices is a plus.
Preferred Skills
* Experience with helpdesk and ticketing systems.
* Certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST), or equivalent.
* Familiarity with Active Directory, Exchange, and other enterprise technologies.
Additional Advantage
* Experience in NHS or similar healthcare environments.
Working Arrangement
The role is hybrid, combining on-site and remote work. Specific balance will be determined by operational requirements.
Working Conditions
* Occasional evening or weekend work for critical issues or upgrades.
* On-call rotation may be required.
Hours and Availability
Rotational shifts, seven days a week, 7:30 am to 8:00 pm.
Travel and On-site Support
On-call rotation for after-hours support; travel may be required to support remote offices.
About Us
Omnes Healthcare Limited is a growing NHS-focused organisation delivering Primary and Secondary care services with a focus on digital healthcare and patient experience. We operate across approximately 50 locations in the UK with a diverse team of over 500 staff.
What We Can Offer
* Excellent work/life balance
* Modern open office with complimentary fruit
* 25 days holiday plus bank holidays
* Birthday day off
* Healthcare Cash Plan, Life Insurance, Cycle to Work
* Salary Sacrifice Electric Car Scheme, Charitable Giving
* NHS discounts and support schemes
* Employee Assistance Program
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