IT Support Analyst, Office Based (Permanent)

Overview

IT Support Analyst, Office Based (Permanent) – Omnes Healthcare. Join our IT team to provide technical assistance and support to end-users, ensuring efficient operation of systems, software, and hardware.

Responsibilities and requirements are listed below to outline what the role entails and what is expected from a successful candidate.

Responsibilities

• End-User Support: Respond to user queries and issues via phone, email, and in-person; diagnose and troubleshoot hardware, software, and network problems; provide step-by-step guidance and training; install, configure, and update software and operating systems.
• Incident Management: Monitor the incident management system, log and update incidents, ensure timely resolution; escalate complex issues as needed.
• Telecoms Support: Provide support for telecoms systems and collaborate with service providers to troubleshoot issues.
• Technical Issue Resolution: Analyse and resolve technical problems promptly; maintain records of issues and resolutions.
• NHS Product Support: Support end-users with NHS products (e.g., TPP Systmone, EMIS, ERS) and provide guidance on NHS-specific applications.
• Hardware and Software Maintenance: Perform updates, patches, backups; conduct audits to ensure security and compliance; coordinate with vendors as required.
• IT Infrastructure Management: Assist in planning, implementing, and maintaining IT infrastructure; monitor performance and troubleshoot to support optimal functionality; contribute to IT policies and procedures.
• System Health Monitoring: Proactively monitor system health and collaborate with teams to address issues.
• IT Audits: Support IT audits, maintain documentation and records related to audits.
• User Account Management: Create/remove user accounts and manage password resets while following security protocols.
• Support for IT Administrators: Assist during peak workloads and collaborate on tasks requiring teamwork.
• Site Support: Set up IT infrastructure for new locations; provide on-site hardware/software support and medical device configuration; conduct site surveys for new sites.
• User Training and Documentation: Develop user guides and manuals; conduct training to improve end-user skills.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Relevant IT experience; NHS experience is preferred.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent troubleshooting and problem-solving skills; strong communication and interpersonal abilities.
• Familiarity with ITIL best practices is a plus.

Preferred Skills

• Experience with helpdesk and ticketing systems.
• Certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST), or equivalent.
• Familiarity with Active Directory, Exchange, and other enterprise technologies.

Additional Advantage

• Experience in NHS or similar healthcare environments.

Working Arrangement

The role is hybrid, combining on-site and remote work. Specific balance will be determined by operational requirements.

Working Conditions

• Occasional evening or weekend work for critical issues or upgrades.
• On-call rotation may be required.

Hours and Availability

Rotational shifts, seven days a week, 7:30 am to 8:00 pm.

Travel and On-site Support

On-call rotation for after-hours support; travel may be required to support remote offices.

About Us

Omnes Healthcare Limited is a growing NHS-focused organisation delivering Primary and Secondary care services with a focus on digital healthcare and patient experience. We operate across approximately 50 locations in the UK with a diverse team of over 500 staff.

What We Can Offer

• Excellent work/life balance
• Modern open office with complimentary fruit
• 25 days holiday plus bank holidays
• Birthday day off
• Healthcare Cash Plan, Life Insurance, Cycle to Work
• Salary Sacrifice Electric Car Scheme, Charitable Giving
• NHS discounts and support schemes
• Employee Assistance Program