1st Line Support Analyst 10 months FTC
NELFT North East London Foundation Trust
This job is now closed
Currently there is an exciting opportunity within the NELFT Healthcare Informatics Team for an experienced 1st Line Support Analyst on a 10 month fixed term contract. The post is located in Rainham, Essex. (Please note previous applicants need not apply.)The post holder will achieve this by providing 1st level technical support for all ICT incidents reported by NELFT staff to the ICT Service Desk. The level of support provided to the ICT user base will ensure that maximum up-time of localised ICT systems is maintained, which will enable NELFT staff to make the best use of ICT systems during their daily work. The post holder will primarily provide telephone support to users, in addition to face-to-face technical support to walk-in clients, as and when required, consistently delivering a "client-focused" service which promotes excellent customer service and effective working relationships.
Main duties of the job
o Provide effective 1st line end-user telephone, email & self-service support for ICT and EPR systems; including Microsoft Windows operating systems, Microsoft Office Suites, off-the-shelf & bespoke applications, remote connectivity / VPN platforms, local/network printer and Active Directory mailbox &user account creation.
o Resolve EPR functional issues.
o Ensure comprehensive logging of tickets and timely resolution of 1st line issues.
o Support end-users remotely, using available remote desktop software.
o Engage proactively with all clients in order to prevent reoccurring errors.
o Take ownership of incidents, service requests and problem management where necessary.
o Work as part of a team and actively promote knowledge sharing amongst all levels of technical support staff.
o Work alongside various teams within the Informatics department, keeping team members up-to-date as and when required.
o Create and update technical documentation in line with departmental guidelines.
o Maintain a professional demeanour and deliver "client-focused" support in line with the Trust values
.o Provide out-of-hours support & on-site support, if required
.o Perform machine builds & hardware/software installation in line with department asset management practices.
o Ensure that the service desk environment is kept clean, tidy, safe and fit for purpose.
o Actively take part in departmental discussions & developments.
09 March 2023
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
High Cost Area Supplement
This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,313 to a maximum of £5,436).
We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.
We reserve the right to close this vacancy early should sufficient applications be received.
Please see the attached job description and person specification for further details on the vacancy.
Communication & Relationship
Knowledge and Experience
Analytical & Judgemental Skill
Planning & Organisational
Policy & Service Development
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).