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Job Summary
The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website.
The candidate will take part in IT User Services Support & wider business and communities to ensure the ongoing availability of vital IT systems & services via:
1. Record triage and manage incidents requests raised by NHSCFA/NHS community.
2. Provide tech support and 1st contact fix/escalation to relevant groups.
3. Provide user access management for multiple applications.
4. Support improvements to enhance services and assist various ISO audits/Pharmacy Reward schemes.
5. Be involved in the evolution of key IT Service Management practices through participation in regular meetings and proactive engagement with the wider team and organisation with a constant focus on enhancing our service provision.
We are looking for someone to join us on a fixed term contract until 31st March 2026.
Main duties of the job
The post holder will work with the NHSCFA Service Desk team in managing and resolving incidents and requests to the IT Service Desk, providing an effective service to all users of NHSCFA's IT systems. To support this function, the post holder will have knowledge of IT Service Management principles and practices, such as ITIL. They will often liaise and work with the outsourced IT provider's support teams in providing this service. The post-holder will work within the NHSCFA Technology User Services team to monitor and proactively manage systems as well as resolving 2nd line support issues.
About Us
Our office is based in Newcastle. The NHSCFA values and respects the diversity of its employees and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.
Job Description
Job responsibilities
1. Support the Service Desk Manager to deliver modern and innovative ICT services, and to develop the service desk function and surrounding IT support services.
2. Deliver excellent customer service and incident response in line with Service Level Agreements, whilst conforming to ISO20000 practices / ITIL processes and other relevant service delivery frameworks.
3. Working with key suppliers, supporting the delivery of key IT practices such as Incident, Service Request, Major Incident, Change and Problem Management as required.
4. Using your technical abilities and the NHSCFA knowledgebase, to deliver first-line incident troubleshooting and service request fulfilment for internal and external service users.
5. Collating information from various systems to assist the Technology User Services and Information & Cyber Security Managers in producing management reports.
Person Specification
Specialist Knowledge
* Be able to demonstrate IT skills, including working knowledge of Microsoft Operating Systems and applications and the ability to learn new software packages quickly.
Experience
* Experience of 1st-2nd level technical support of ICT Devices and supporting infrastructure, both in person and remotely.
* Good IT skills and computer literacy.
* Working knowledge of Microsoft Windows 10/11, Microsoft Azure Intune, and Server 2012/16/19 operating systems as well as various software packages including Microsoft 365 Suite of products.
Qualifications
* Good general level of education. A levels or equivalent, with GCSE grades A-C or equivalent in English Language and Mathematics.
Communication Skills
* Good communication and interpersonal skills. Ability to remotely guide users through IT processes. Ability to explain technical concepts to non-technical users.
Employer details
Employer name: NHS Counter Fraud Authority
Address: 1st Floor, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4WH
Employer's website: https://cfa.nhs.uk/
Seniority level: Entry level
Employment type: Contract
Job function: Information Technology
Industries: Government Administration
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