Senior IT Support Analyst

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Who are we?

Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatient appointments, diagnostic testing and eye surgery. We aim to change lives through better sight and eye health.

We care for thousands of NHS and private patients a year in our specialist eye clinics across the country. We have significant growth plans over the next few years as we look to establish a national footprint and open many new sites across the UK.

We are thrilled to say that following an independently conducted survey of Newmedica colleagues, we have been certified as a Great Place to Work. This is a global benchmark that recognises employers who create an outstanding employee experience.

As we expand, we require the tech support provision to our OJV’s and the Support Office functions to remain timely and to be delivered through excellent customer service. As such we’re looking for a Senior I.T. Support Analyst to join the team.

Overview of the role

As part of a small Technology team, the Senior I.T. Support Analyst role reports into the I.T. Manager and ensures the seamless operation of hardware, software and systems infrastructures within our Support Office and Clinical Services. You will act as an escalation point for junior team members, imparting technical training to service desk personnel and guiding the resolution of complex issues.

This is a hybrid role, working from home 3 days per week from our London office and 2 days per week from home. There is also a requirement to be on call on weekends, 1 weekend in 6.

There will also be the requirement for travel to our OJV sites from time to time, especially when we open new sites where you will be supporting with the full set up and installation of all technology-based systems and infrastructures.

So what will I be doing?

As Senior IT Analyst, you will provide a single point of contact for our Support Office and Clinical Services and act as an escalation point for the service desk. You will use your knowledge, skills and experience to educate team members on advanced troubleshooting and issue resolution as well as providing training and support for new employees.

Part of your role will be to monitor SLAs and produce service reports, ensuring accurate incident documentation by the service desk team. In addition, you will review and refine user guides alongside developing and updating knowledge base articles.

You will coordinate the procurement and delivery tracking of both software and hardware, manage the disposal of obsolete hardware. From a technical perspective, you will maintain infrastructure integrity through regular patching and testing, manage email accounts, distribution lists and Office 365 groups. You will also oversee SharePoint site permissions and administer Mimecast email security gateway.

As well as dealing with internal customers you’ll also be liaising with external 3rd parties for incident escalation, so you’ll be used to building trust and strong working relationships.

What experience do I need?

You’ll have significant experience of working on a helpdesk as 1st and 2nd line support with exceptional customer service and communication skills and a knack for simplifying technical language.

With in depth knowledge of Microsoft Windows OS 10/11 and Office 365 applications, you will also be proficient in Azure AD and M365 Admin Centre. Expertise in MDM and MAM as well as familiarity with Active Directory, Teams, OneDrive and Sharepoint is key in this role.

Ideally, you’ll possess knowledge and experience of ITIL to foundation level as well as Comptia A+/Network+/MCSE/MCSA. Experience in supporting healthcare environment users would be ideal but is not essential.

You’ll be able to manage customer expectations while prioritising your personal workload and will be self-motivated, pro-active and well organised.

What can we offer you?

• Salary of up to £37,000 depending on experience
• Up to 15% company bonus, paid quarterly based on company performance and personal objectives
• Profit share scheme
• 25 days annual leave plus public holidays and 1 day birthday leave
• Company pension
• Access to a range of benefits including free eye tests, discounted or free glasses, a free 24/7 well-being/counselling/advice service, private medical insurance, private dental care, health care scheme, death in service cover, an opportunity to sign up to a tax-free cycle to work and a retail/technology discount scheme.
• An environment where your learning and development is supported through a range of various learning tools and courses

Interviews will take place week commencing 20th January 2025.

Previous applicants need not apply.

For more information or for the full job description, please contact

Our employment offers are subject to receipt of satisfactory pre-employment checks. Applicants must have the right to work in the UK and a Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.

At Newmedica, we actively promote diversity and equal opportunities, and we are committed to this in both the running of our services and how we recruit our staff. We actively encourage applications from everyone with the essential requirements of the job, regardless of any protected characteristics.

Newmedica is fully committed to safeguarding the welfare of all people, irrespective of gender, age, disability, sexual orientation, race, language, religion, ethnic or social origin.

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