Job summary
NHS Resolution is a not-for-profit part of the NHS working for health care providers to resolve claims fairly and to share learning across the NHS and beyond. We provide a supportive environment for our staff with specialist training and the opportunity for personal development.
We have an opportunity within our IT Service Desk Team for an Analyst to primarily provide 2-line IT support to our internal and external stakeholders.
Ideally you will have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems. This may range from straight forward to more complicated technical issues. There is also a range of administrative duties within the role.
Your background and experience will include: A computer science/information management and technology degree, or equivalent relevant experience, knowledge and expertise in 2nd line service desk support; excellent customer service skills and the ability to work under pressure.
You must be able to work two days a week in our London office and 3 from home. Shift patterns are from 8am 4:30pm and 9:30 6:00pm
Occasional weekend work will be required.
For homeworking, we ask that you check you are able to access an average internet speed (per person working from that location) of 10 Mbps download speed and at least 2 Mbps upload speed so that you can access and use our systems.
Main duties of the job
Please see the attached Job description and Person specification for more information and main duties of the role.
About us
NHS Resolution is an Arms Length Body of the Department of Health & Social Care. As a not-for-profit part of the NHS, our purpose is to provide expertise to the NHS to resolve concerns fairly, share learning for improvement and preserve resources for patients. We have four key service areas:
- Claims Management: delivering expertise in handling clinical and non-clinical claims to members of our Indemnity Schemes.
- Practitioner Performance Advice: providing advice, support and interventions in relation to concerns about the individual performance of Doctors, Dentists and Pharmacists.
- Primary Care Appeals: offering an impartial tribunal service for the fair handling of Primary Care contracting services.
- Safety and Learning: supporting the NHS to better understand and learn from claims, concerns and disputes; to target safety activity while sharing learning across the NHS.
What do we have to offer?
At NHS Resolution, we strive to be an employer of choice. Some of the benefits we offer include access to the NHS Pension Scheme and a minimum of 27 days Annual Leave. We are also committed to support individuals in having a work and life balance, offering flexible working arrangements. Furthermore, we can offer a chance to gain extra skills and training and with regular reviews and a clear plan, all employees can develop to their full potential.
Job description
Job responsibilities
Please ensure that you read the job description carefully and that you address each of the requirements of the post in the person specification in your supporting statement sections as your application will be assessed against these criteria. Your online application should relate to the specific position you are applying for, and you are expected to highlight examples and achievements that demonstrate the competencies outlined in the job description and from the vacancy notice in your application form. Try to keep it structured and to the point.
Please note that we do not accept CVs, therefore your application must be via the NHS Jobs online application form.
We have been granted permission to use the Employment Service's "Positive about Disabled People" symbol. Any applicant with a disability who meets the minimum specification for the post as set out in the person specification is guaranteed an interview.
Please note:
If you require a Visa to work in the UK, NHS Resolution is currently unable to support any sponsorship requests.
We reserve the right to close the advertisement early, should we receive sufficient applications.
Unfortunately, we are unable to consider candidates for this vacancy that have applied for this role in the last 6 months and were unsuccessful.
Job description
Job responsibilities
Please ensure that you read the job description carefully and that you address each of the requirements of the post in the person specification in your supporting statement sections as your application will be assessed against these criteria. Your online application should relate to the specific position you are applying for, and you are expected to highlight examples and achievements that demonstrate the competencies outlined in the job description and from the vacancy notice in your application form. Try to keep it structured and to the point.
Please note that we do not accept CVs, therefore your application must be via the NHS Jobs online application form.
We have been granted permission to use the Employment Service's "Positive about Disabled People" symbol. Any applicant with a disability who meets the minimum specification for the post as set out in the person specification is guaranteed an interview.
Please note:
If you require a Visa to work in the UK, NHS Resolution is currently unable to support any sponsorship requests.
We reserve the right to close the advertisement early, should we receive sufficient applications.
Unfortunately, we are unable to consider candidates for this vacancy that have applied for this role in the last 6 months and were unsuccessful.
Person Specification
Experience
Essential
- Previous experience in 2nd Line Service Desk/Technical support
- Experience of carrying out administrative duties
- End user support experience
Supporting statement
Essential
- In this section you need to demonstrate that you have read the published person specification and how you meet the essential and (where relevant) desirable criteria for this particular post. Please include your reasons for applying and take the opportunity to highlight your particular talents and strengths, (what you feel you can personally offer - what is unique to you - what sets you apart from your peers). Please DO NOT include personal details or duplicate information already provided elsewhere in your application.
Qualifications
Essential
- Computer science/information management and technology degree, or equivalent relevant, - experience, knowledge and expertise.
- Microsoft Certified Engineer or equivalent.
- ITIL Certified or equivalent.
Notice period
Essential
- What is your current notice period? Please add your notice length and comment if your notice period is negotiable.
Skills and Abilities
Essential
- Excellent customer service skills.
- Ability to build, develop and form good working relationships, working flexibly and across professional and operational boundaries.
- Ability to work in a busy pressurised environment; frequently changing priorities to meet conflicting work demands.
- Ability to have a logical and thorough approach to complex problem solving.
Knowledge and Understanding
Essential
- Detailed knowledge of Active Directory
- Detailed understanding of hardware components Laptop devices (Lenovo/Microsoft), mobile phone devices (iPhones), PC screens and A/V equipment.
- Specialist knowledge and understanding of IT technologies/Microsoft Office packages, Microsoft Project, Visio, Microsoft Intune.
- Excellent understanding on how to troubleshoot hardware/software issues.
Supporting statement (continued)
Essential
- Please continue your supporting statement in this section here.
Person Specification
Experience
Essential
- Previous experience in 2nd Line Service Desk/Technical support
- Experience of carrying out administrative duties
- End user support experience
Supporting statement
Essential
- In this section you need to demonstrate that you have read the published person specification and how you meet the essential and (where relevant) desirable criteria for this particular post. Please include your reasons for applying and take the opportunity to highlight your particular talents and strengths, (what you feel you can personally offer - what is unique to you - what sets you apart from your peers). Please DO NOT include personal details or duplicate information already provided elsewhere in your application.
Qualifications
Essential
- Computer science/information management and technology degree, or equivalent relevant, - experience, knowledge and expertise.
- Microsoft Certified Engineer or equivalent.
- ITIL Certified or equivalent.
Notice period
Essential
- What is your current notice period? Please add your notice length and comment if your notice period is negotiable.
Skills and Abilities
Essential
- Excellent customer service skills.
- Ability to build, develop and form good working relationships, working flexibly and across professional and operational boundaries.
- Ability to work in a busy pressurised environment; frequently changing priorities to meet conflicting work demands.
- Ability to have a logical and thorough approach to complex problem solving.
Knowledge and Understanding
Essential
- Detailed knowledge of Active Directory
- Detailed understanding of hardware components Laptop devices (Lenovo/Microsoft), mobile phone devices (iPhones), PC screens and A/V equipment.
- Specialist knowledge and understanding of IT technologies/Microsoft Office packages, Microsoft Project, Visio, Microsoft Intune.
- Excellent understanding on how to troubleshoot hardware/software issues.
Supporting statement (continued)
Essential
- Please continue your supporting statement in this section here.
