NHS Business Services Authority

End User Compute Technical Analyst

The closing date is 07 July 2025

Job summary

IT User Services form the central point of contact for all technology related incidents, service requests and queries. The role of the End User Compute Technical Analyst is to provide first/second/third line support for all NHSBSA employees. The End User Compute Technical Analyst is responsible for triaging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. There is a need for the End User Compute Technical Analyst to ensure the integrity and security of ICT systems is maintained.

What do we offer?

o Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require ito 27 days leave (increasing with length of service) plus 8 bank holidayso Opportunities for developmento Active wellbeing and inclusion networkso Excellent pensiono Various salary sacrifice schemeso Employee Assistance programme, offering free 24/7 support for you and your loved oneso Access to a wide range of benefits and high street and online discounts

Main duties of the job

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 installation of end user compute devices across multiple sites of the NHSBSA amongst other duties.

There is a varied range of equipment that will need to be supported by the post holder including desktops and laptops running Windows 10, audio visual equipment, IP telephony, mobile phones and a range of other IT peripherals. You should have previous experience of working in a 1st line support role, 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 a bonus.

Experience of working with both PC and Mac platforms and remote support tools would also be a distinct advantage.

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're proud to be part of something meaningful, that touches millions of lives.We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.As one of the UK's Best Big Companies to work for, we're 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.We are people connected to care.

Date posted

23 June 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year

Contract

Permanent

Working pattern

Full-time

Reference number

914-BSA7283482

Job locations

Hesketh House

200 - 220 Broadway,

Fleetwood

FY7 8LG

Job description

Job responsibilities

In this role, you are accountable for

1. Planning work of own and other team members to achieve agreed objectives, prioritising multiple and sometimes conflicting deliverables, escalating as appropriate, any issues which may impact deadlines.

2. To diagnose and resolve software and hardware incidents across a range of ICT and audio-visual equipment and software applications and to escalate these to the other resolver groups if required. To be an internal escalation point for other End User Compute employees where applicable.

3. To assist all our users with any logged ICT related incident when called upon.

4. To take 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 (to own the issue until it is resolved).

5. Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.

6. To accurately record, update and document requests using the IT service desk system.

7. To install and configure new ICT and audio-visual equipment as required.

8. To manage and configure access to applications and technology systems through effective access management (User Account Management).

9. To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

10. Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.

11. Building and maintain a number of productive working relationships across the organisation.

12. Analysing, interpreting and reporting information and knowledge of technical subjects and concepts to influence decisions.

13. 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.

14. Maintaining an awareness of your own development needs, actively seeking development opportunities to enhance your own skills and knowledge, generating creative and innovative ideas.

15. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

16. Support other team members learning and coaching where required.

Financial Management

17. Maintain an awareness of financial and personal implications in the use of a range of resources.

Relationship Management

18. Engaging in partnership working with other individuals, groups and agencies.

Information Management

19. 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.

Staff

20. Train, mentor and coach other team members, and apprentices to enable the on-going personal development and growth of skills within the team.

21. Co-ordinates work to other junior team members in line with agreed delivery of services.