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 for the End User Compute Support Analyst to understand the importance of integrity and security of ICT systems.
What do we offer?
* 27 days leave (increasing with length of service) plus 8 bank holidays
* Flexible working (we are happy to discuss options such as compressed hours)
* Flexi time
* Active wellbeing and inclusion networks
* NHS Car lease scheme
* Access to a wide range of benefits and high street discounts!
Main duties of the job
* To diagnose and resolve software and hardware incidents across a range of ICT and software applications, and to escalate these to 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.
* Add to and ensure the knowledge base and knowledge records are accurate, up to date, and relevant for our customers and technology teams.
* Accurately record, update, and document requests using the IT service desk system.
* To install and configure new ICT equipment.
* 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.
* 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.
* Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.
About us
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.
As one of the UK's Best Big Companies to work for, we're all 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 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 welcome applications from people of all backgrounds and circumstances. 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.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job responsibilities
In this role, you are accountable for
* To diagnose and resolve software and hardware incidents across a range of ICT and software applications and to escalate these to 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 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.
* 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.
* 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.
* 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 the team, reviewing own performance and adapting own approach to maximise the delivery to support and meet agreed standards.
In addition to the above accountabilities, as post holder you are expected to
* Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.
* Demonstrate NHSBSA values and core capabilities in all aspects of your work.
* Foster an environment where your own and colleagues' safety and well-being is promoted.
* Contribute to a culture which values diversity and inclusion.
* Comply with NHSBSA policies, procedures, and protocols as they apply to your role.
Working relationships
Responsible to: Team Manager
Key relationships and connections:
* Team members
* Service Delivery Teams
Person Specification
Personal Qualities, Knowledge, and Skills
* Working collaboratively within a team setting.
* Working under general direction whilst taking the initiative and responsibility for delivery individual tasks.
* Managing call closure and escalations.
* Analysis, investigation, and resolution of ICT issues within new and existing services to enable business continuity and resolve impacting incidents.
* Positive attitude and self-motivated.
* Proactive approach to their work/self-learning.
* Committed to contributing effectively to team working.
* Proven time and self-management skills.
* Ability to work quickly and accurately with an eye for detail.
* Ability to pick up new skills and concepts.
* Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively.
* 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.
Experience
* Performing a range of varied work activities in a variety of structured environments.
* Communicating technical information to both technical and non-technical people.
* 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.
* Effectively learning new skills and developing oneself.
* Understanding and following detailed technical instructions.
* Any additional experience of business or IT work outside of degree would be beneficial.
* Presenting to groups of people.
* Experience of ITSM tools, design configuration, or operation.
* Experience of tools such as SCCM, MDM, Office 365, and Anti-Virus.
* Experience of Windows 7 & 10 environments.
Qualifications
* A-Level or equivalent in a computing-related subject OR
* Relevant experience of the subject matter.
* Studying or willing to study for an IT-related degree.
* Qualifications in appropriate IT certification (E.g. ETIL, TOGAF, Agile, ISTQB, MCP, etc).
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