End User Compute Support Analyst

Job responsibilities

In this role, you are accountable for

To diagnose and resolve software and hardware incidents across a range of ICT and software applications and to escalate these more senior members of the team or the appropriate resolver group as required.

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

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).

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

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

To install and configure new ICT equipment.

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

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

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

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.

Maintain an awareness of ICT related news outside of the NHSBSA, keeping abreast of new and emerging technologies

Undertake travel to cover NHSBSA sites where EUC presence is required

Financial Management

Maintain 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 overall 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. Foster an environment where your own and colleagues safety and well-being is promoted.

4. Contribute to a culture which values diversity and inclusion.

5. Comply with NHSBSA policies, procedures and protocols as they apply to your role.

Personal Qualities, Knowledge and Skills

Essential

• 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 ICT issue, within new and existing services to enable business continuity and resolve impacting incidents.
• Positive attitude and self-motivated
• Proactive approach to their work/self-learning
• Committed to contributing effectively to team working
• Proven time and self-management skills
• Working under general direction whilst taking the initiative and responsibility for individual tasks.
• Ability to work quickly and accurately with an eye for detail
• Ability to pick up new skills and concepts
• Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively

Desirable

• Awareness of digital channel shift and approaches
• Analysis and investigation of ICT issues, within new and existing services to enable business continuity and resolve major incidents
• Experience of ITSM tools, design configuration or operation

Experience

Essential

• 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 documentation.
• IT Customer Services background or previous experience in an IT support role.
• Strong attention to detail in logging support calls, updating call details and experience supporting Desktop hardware and Software.
• Basic IT skills (For example, MS office)
• Basic Knowledge of using Unix, Linux and/or Windows operating systems
• Effectively learning new skills and developing oneself
• Understanding and following detailed technical instructions

Desirable

• Any additional experience of business or IT work outside of degree would be beneficial.
• Presenting to groups of people.
• Meeting strict service requirements (KPIs, SLAs, OLAs).
• Experience of ITSM tools, design configuration or operation
• Experience of tools such as SCCM, MDM, office365 and Anti-Virus
• Experience of Windows 7 & 10 environments.

Qualifications

Essential

• A-Level or equivalent in a computing related subject OR
• Relevant experience of the subject matter

Desirable

• Studying or willing to study for an IT related degree
• Qualifications in appropriate IT certification (E.g. ETIL, TOGAF, Agile, ISTQB, MCP etc)