IT Support Analyst

Location: Finberry

Package

Description:

The Role

More than fixing IT. Be the support our teams can rely on.

Behind every patient call, clinical consultation and busy healthcare service is technology that needs to work reliably - and people who need to feel supported when it doesn't.

As an IT Support Analyst at IC24, you'll play an important role in keeping our systems running, solving technical problems and making sure colleagues have the tools they need to deliver safe, effective patient care.

Working as part of our IT Operations team, you'll provide remote and on-site support across our contact centres, offices and clinical bases. From troubleshooting everyday IT issues to supporting telephony systems, monitoring infrastructure and contributing to new technology projects, you'll be involved in a wide range of work.

But this role is about more than technical knowledge.

We're looking for someone who combines strong IT skills with excellent communication and a genuine commitment to customer service. You'll need to listen carefully, understand the problem, explain solutions in simple terms and keep colleagues informed - particularly when an issue can't be resolved immediately.

You could be helping a clinician regain access to a system, talking a colleague through an unfamiliar application or coordinating with an external supplier to restore a critical service.

Whatever the situation, how you communicate and support the person behind the request matters just as much as the technical solution.

This isn't just about fixing technology. It's about helping people feel supported and keeping the services our patients rely on running smoothly.

What you'll be doing

→ Keeping our IT services running

Providing first and second-line IT support to colleagues across IC24, resolving technical issues and ensuring systems are available and working effectively.

→ Delivering excellent customer service

Being a friendly, patient and professional point of contact for colleagues who need IT support. You'll listen carefully, ask the right questions, explain technical issues in straightforward language and keep people updated on progress. You'll take ownership of requests and make sure colleagues feel supported, even when a solution takes time.

→ Solving problems and supporting colleagues

Responding to Service Desk requests, diagnosing faults and providing clear, practical support to colleagues with different levels of technical knowledge.

→ Supporting our systems and infrastructure

Maintaining and troubleshooting workstations, laptops, servers, peripherals, Microsoft environments and Cisco telephony systems.

→ Monitoring and preventing issues

Proactively checking systems, identifying potential faults and helping resolve problems before they disrupt clinical or operational services.

→ Supporting our clinical sites

Providing remote and on-site support, including checking that systems and equipment are working correctly and ready for clinical operations.

→ Managing incidents and service performance

Working to agreed service levels, keeping accurate records, communicating progress and escalating complex or outstanding issues appropriately.

→ Working with suppliers and specialist teams

Liaising with external IT providers, internal infrastructure colleagues and other technical specialists to resolve issues and maintain reliable services.

→ Keeping our systems organised and secure

Maintaining accurate asset records, supporting backup monitoring and following information governance and security requirements to protect sensitive information.

→ Improving how we work

Identifying recurring technical problems, recommending improvements and contributing to IT projects, new systems and technology implementations.

Who this role suits

We're looking for someone who is…