Colleague Digital Support Analyst

At NHS Property Services, our people are at the centre of everything we do. We're committed to creating an environment where colleagues feel supported, valued, and empowered to grow. Through our People Strategy – Get, Grow and Keep Great People – we're building a culture that enables everyone to thrive and deliver exceptional service across the organisation.

Provide first‑contact support, deeper technical troubleshooting, and onsite assistance to NHS Property Services colleagues. Work closely with internal teams and external suppliers to ensure the smooth and efficient delivery of our business systems and digital services. Handle a variety of technical queries, support hardware and software, manage incidents and requests, and contribute to continuous service improvement.

Technically confident, customer‑focused professional who thrives in a hands‑on support environment. Strong technical knowledge across Microsoft technologies, networking, and hardware, paired with excellent analytical and troubleshooting skills. Proactive, calm under pressure, comfortable working with multiple suppliers and stakeholders, delivering high‑quality support and continuous improvement.

• Act as the first point of contact for all colleagues, managing incidents and service requests
• Investigate hardware and application issues in depth, including remote monitoring of networks and infrastructure
• Carry out proactive remote checks and maintenance
• Operate Tech Bars and provide onsite support at key locations
• Support meeting rooms and Audio‑Visual equipment
• Manage tickets assigned to the support team queues, ensuring timely updates and resolution
• Build and configure hardware to support the onboarding of new colleagues
• Work collaboratively with colleagues, suppliers, and Local Service Providers to maintain high service standards
• Support the Service Operations teams in designing and delivering service improvement initiatives
• Create and maintain Standard Operating Procedures and process documentation
• Keep up to date with tasks allocated via the service desk tool, ensuring SLAs and KPIs are consistently met
• Resolve issues with operational software, hardware, and systems, providing expert advice on networking and technology matters
• Undertake training where required to ensure effective use of technologies across the organisation
• Work with external suppliers and third‑party services to support incident and problem management
• Provide input to the Service Management team to support the Major Incident Management process when required

This is a hybrid role based in London, with an expectation of 1‑2 days per week at our Canary Wharf office. The position is offered on a 12‑month contract.

We understand how important life is outside of work, so in addition to a competitive salary we offer:

• 27 days annual leave + 8 days bank holiday with the option of buying additional weeks' leave
• A Smarter Working Policy, empowering you to choose the location of how and where you work according to your daily activities
• Training and development opportunities, providing opportunities for our colleagues to develop and progress their careers through our Professional Excellence Framework
• SMART Pension contribution with up to 6% company contribution
• A range of flexible benefits, including NHS retail discounts and Cycle to Work Scheme
• A great Colleague Assistance Programme offering support for all areas of life

At NHS Property Services we are committed to creating an inclusive workplace where everyone can thrive. We welcome applications from disabled people and will make reasonable adjustments throughout the recruitment process and in the workplace to support your needs. If you require any support or adjustments, please let us know – we’re here to help.