End User Compute Support Analyst

This role is office based in Fleetwood due to the nature of the work, and includes travel on occasion to support other locations.

A positive customer service attitude and focus is important to this role where the post holder will be expected to provide IT advice and guidance, 2nd line IT support and assist with the deployment and installation of end user compute devices across multiple sites of the NHSBSA among other duties.

You should have previous experience of working in a 1st / 2nd line support roles, ideally within a multi-user Active Directory environment. Any additional support experience or practical knowledge of IT technologies and tools such as SCCM, Intune and Azure would be advantageous. Experience of working on large scale device refreshes would also be a distinct advantage.

What do we offer?

• Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it.
• 27 days leave (increasing with length of service) plus 8 bank holidays.
• Opportunities for development.
• Active wellbeing and inclusion networks.
• Excellent pension.
• Various salary sacrifice schemes.
• Employee Assistance programme, offering free 24/7 support for you and your loved ones.
• Access to a wide range of benefits and high street and online discounts.

Main duties of the job

• Managing your own time and work commitments/deadlines.
• Diagnosing and resolving software and hardware incidents across a range of ICT and software applications and escalating these to more senior members of the team or the appropriate resolver group as required.
• Assisting all users with any logged ICT related incident.
• Taking 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.
• Adding to and ensuring the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
• Accurately recording, updating and documenting requests using the IT service desk system.
• Installing and configuring new ICT equipment.
• Managing access to applications and technology systems through effective access management (User Account Management).
• Maintaining a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• 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

• Managing your own time and work commitments/deadlines.
• Diagnosing and resolving software and hardware incidents across a range of ICT and software applications and escalating these to more senior members of the team or the appropriate resolver group as required.
• Assisting all our users with any logged ICT related incident when called upon.
• Taking 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.
• Adding to and ensuring the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
• Accurately recording, updating and documenting requests using the IT service desk system.
• Installing and configuring new ICT equipment.
• Managing access to applications and technology systems through effective access management (User Account Management).
• Maintaining a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Being willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• Building and maintaining a number of productive working relationships across the organisation.
• Analysing, interpreting, and reporting information and knowledge of technical subjects and concepts to influence decisions.
• 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.
• Maintaining 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 team, reviewing own performance and adapt 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

1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
3. Encourage an environment where your own and colleagues safety and well-being is promoted.
4. Contribute to a culture which values diversity and inclusion.
5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.

Person Specification Qualifications

• A-Level or equivalent in a computing related subject.
• Relevant experience of the subject matter.
• Studying or have recently gained an IT related degree.
• Qualifications in appropriate IT certification (e.g., ITIL, TOGAF, Agile, ISTQB, MCP etc).

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 complex ICT and Audio-Visual issues, within new and existing services to enable business continuity and resolve major incidents.
• Awareness of digital channel shift and approaches.
• 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 and technical documentation.
• Strong attention to detail in logging support calls, updating call details and supporting and resolving issues around Desktop hardware and Software and other ICT Peripherals.
• IT Customer Services background or previous experience in an IT support role.
• Experience supporting Desktop hardware and Software.
• Any additional experience of business or IT work outside of degree would be beneficial.
• Presenting to groups of people.
• Experience of tools such as SCCM, MDM, Office365 and Anti-Virus.
• Experience of a range of IT operating systems and applications used within a business environment.