IT Support Analyst, Office Based

We are seeking a skilled IT Support Analyst to join our dynamic IT team. The successful candidate will be responsible for providing technical assistance and support to end-users, ensuring the efficient operation of systems, software, and hardware. The IT Support Analyst will play a crucial role in diagnosing and resolving technical issues, maintaining IT infrastructure, and delivering exceptional service to our colleagues.

Responsibilities:

End-User Support:

• Respond to user queries and issues through various channels, including phone, email, and in-person.
• Diagnose and troubleshoot hardware, software, and network problems to resolution.
• Provide step-by-step guidance and training to users on technical matters.
• Install, configure, and update software applications and operating systems.
• Monitor the incident management system, log and update incidents, and ensure timely resolution.
• Escalate complex issues to higher-level support when necessary.

Telecoms Support:

• Provide support for telecoms systems, addressing issues and ensuring seamless communication for end-users.
• Collaborate with telecom service providers to troubleshoot and resolve technical challenges.

Technical Issue Resolution:

• Analyse and resolve technical problems in a timely and efficient manner.
• Escalate complex issues to appropriate teams or higher-level support when necessary.
• Maintain detailed records of technical issues and their resolutions.

NHS Product Support:

• Support end-users with NHS products such as TPP Systmone, EMIS, and ERS.
• Troubleshoot issues and provide guidance on using NHS-specific applications.

Hardware and Software Maintenance:

• Perform routine hardware and software maintenance tasks, including updates, patches, and system backups.
• Conduct regular system audits to ensure security and compliance.
• Collaborate with vendors and other IT professionals to address hardware and software issues.

Omnes Healthcare Limited is a growing organisation that has been operating within the NHS since 2006, offering both Primary and Secondary care services with a forward-thinking, dynamic approach to patient healthcare. We are pioneers in a range of projects, from genomics to digital healthcare services, focused on delivering a better patient experience. With a diverse team of over 500 staff spread across approximately 50 locations throughout the UK, we are dedicated to excellence in every aspect of our operations.

• Modern open office space with complimentary fresh fruit and nuts.
• An extra day off to celebrate your birthday!
• Life Insurance
• Cycle to Work Scheme
• Salary Sacrifice Electric Care Scheme
• Charitable Giving Scheme
• NHS Discount & Support Schemes
• Employee Assistance Program

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• NHS Experience.
• Proven experience as an IT Support Analyst or in a similar role.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with ITIL best practices is a plus.
• Strong communication and interpersonal skills.
• Customer-focused with a commitment to providing high-quality support.

• Experience with helpdesk and ticketing systems.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent.
• Familiarity with Active Directory, Exchange, and other enterprise-level technologies.

• Experience working within the NHS or similar healthcare environments.

• The role of IT Support Analyst is designed as a hybrid position, allowing for a combination of on-site and remote work. This flexibility aims to support a healthy work-life balance while ensuring the availability of IT support services as needed. The specific balance between on-site and remote work will be determined by the operational requirements.

• This position may require occasional evening or weekend work to address critical issues or system upgrades.
• Participation in an on-call rotation for after-hours support may be required.

• The IT Support Analyst will be part of a rotational shift basis, operating seven days a week between 7:30 am to 8:00 pm.

• Participation in an on-call rotation for after-hours support is a requirement for this role.
• Travel may be necessary to provide on-site support to remote offices or to address technical issues that cannot be resolved remotely.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.