Technical Service Analyst
Newcastle, United Kingdom
Grade D - £27,277 (National Framework) or £32,679 (London Framework if you are London office-based or home-based and live within the boundary of the M25).
Contracted Hours: This role is full time, 37 hours per week. However, we may consider compressed hours.
Contract Type: Permanent.
Location: This is an onsite role, based in our Newcastle Office (Citygate).
Closing Date: Wednesday 25th September 2024 at 11.59pm
This role is NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment will be withdrawn.
Are you committed to helping us regulate health and social care within England?
At CQC, our colleagues are all working towards our core purpose and are motivated by the knowledge that what we do makes a difference to so many people. CQC helps ensure the people in our communities receive safe, effective, compassionate, high-quality care and we work with service providers to achieve this.
Technology is key to the delivery of CQCs core purpose. Our Technology team does what matters most by providing high quality, customer centric technology solutions and services to CQC colleagues, providers and the public through the use of modern, agile and innovative technology.
Technology makes a difference; it speeds processes up, enables more efficient communication and ways of working, and enables colleagues to make decisions which translate into better regulation of services. By taking your next career step with us you will become part of a team that designs, builds and maintains the organisation's digital infrastructure all while giving you the opportunity to build an enviable career in an organisation that values equity, diversity and inclusion, learning and development and supports colleagues to be the best they can be.
We are looking for people who are caring, demonstrate integrity and work well as part of a team to join us and share in our Technology journey. If you would like to help us make a positive impact to health and social care within England, then read on.
Why this could be a great role for you
This is a promising opportunity for a Technical Support Analyst to join our developing Technology Team.
In this role, you will:
- Provide IT service analysis and support, ensuring appropriate levels of IT service delivery are maintained on an ongoing basis across CQC
- Ensures issues are escalated as appropriate, in order to meet the needs of CQC for availability, performance and control
- Support the development of the overall Digital strategy, by ensuring good levels of IT service are maintained
- Accept, manage and resolve Incidents assigned to them within the agreed service levels
- Provide on-site Tech Bar and Accessibility Hub support to CQC staff.
- Handle requests for equipment and software in line with the approved policies ensuring authorised requests are dealt with within agreed service levels
- Log, communicate, dispatch and analyse all calls, reported incidents, service requests and information demands
- Ensure monitoring and escalation procedures based on agreed service levels are effectively operated to ensure that incidents are appropriately escalated to second and third level support according to CQCs priorities
- Ensure accurate recording of common problems, known errors and work arounds in order to share knowledge to improve customer service, as well as provide the development teams with the information required to solve these problems
- Subject matter expert in end user technologies, including smart phones, enterprise MFDs, and wireless technologies
- Provide instruction and guidance to CQC staff on the use of equipment and software
- Maintenance of ICT records including the IT Asset Register
- Contribute to the production of required hardware and software audits
- Assisting with documentation creation and maintenance for processes and procedures
- Have the appropriate knowledge, skills and experience to actively promote diversity and equality of opportunity, treat everyone with dignity and respect and avoid discrimination and act in accordance with CQC Values & Behaviours
- All duties commensurate with your role and responsibilities
Were offering a unique and highly rewarding opportunity to enhance your experience and professional portfolio in a leading regulatory body, where your knowledge and dedication will ultimately help to improve the health outcomes of millions of people across the UK.
What we can offer you...
- Your health and wellbeing are important to us, and we recognise the importance of a meaningful work-life balance and will support you to find that harmony. We can support you through our benefits scheme which includes;
- 27 days annual leave, rising with service to 32.5 days, plus 8 Bank Holidays
- NHS pension scheme, with around a 14% employer contribution
- Free employee assistance service 24 hours a day
- Discounts to supermarkets, high street stores, electronics and fleet cars
- Discounted gym vouchers
- Cycle to work scheme
- Internal reward scheme where you could earn yourself a voucher or two!
- Equipment for homeworking
We want to make working for CQC a great experience for everyone, and to role model a diverse and representative culture. To support an inclusive environment where colleagues feel empowered to bring their whole selves to work, we support a variety of staff networks, including the Race Equality Network, LGBT+ Equality Network, Carers Equality Network, Disability Equality Network and Gender Equality Network.
We want to support you to succeed and be your very best with opportunities for training and development, along with the support of experienced managers and mentors.
What you will bring
You will be experienced at working within an IT support capacity and used to working in a fast paced, fast evolving workspace.
Great customer service within our Tech Bars and Accessibility Hubs.
You will have experience of providing training and guidance to end users on the use of equipment and applications, as well as managing information related risks.
An ITIL Foundation Certificate in Service Management is desirable, project Management experience or qualifications are beneficial but not essential.
Please refer to the job description for a full list of essential skills and experience.
Individual adjustments...
We are committed to being open and transparent around our processes and we endeavour to offer every candidate the opportunity to perform at their best throughout the recruitment process. We seek to support candidates to identify potential challenges and work with them to identify and facilitate reasonable adjustments as appropriate. Should you require assistance and/or would like to request a reasonable adjustment at any stage of the recruitment process, please contact a member of the team.
CQC is committed to promoting a fair and inclusive workplace where all our people can flourish and reach their full potential. We know diverse teams allow for a more creative and productive environment and therefore encourage applications from everyone regardless of age, gender/sex, gender identity or expression, religion or belief, disability, ethnicity or sexual orientation.