Technical Support Analyst

Job overview

University Hospitals Coventry & Warwickshire NHS Trust’s ICT Department team has a fantastic opportunity for an individual who has aspirations to work as a Technical Support Analyst. This post is an exciting opportunity to learn new skills and become part of a growing team.

Working within a dynamic team of highly skilled individuals to provide exceptional levels of support to a variety of disciplines within a large and exciting Acute Hospital environment. Providing both hardware and software support for users of Information and Communications Technology (ICT) whilst maintaining excellent levels of customer service.

The successful applicant will work within the Second Line team in the ICT department.

Please note that the interview will take place on 23rd June, subject to availability.

A UK driving license is essential for this post. Please note that an international driving license is not accepted.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Main duties of the job

We are looking to appoint an individual with who has excellent technical, interpersonal and communication skills and confident working as part of a large team and independently.

Standard hours of work will be 7.5 hours per day within the core office hours of 0730 to 1800 Monday to Friday, with 30 minutes for lunch, although flexibility will be required to ensure the needs of the service are met. The post holder will be based at University Hospital, Coventry.

• Provide desktop support to a large corporate computer systems estate comprising over 10000 desktops and over 13000 users
• Duties include providing end user hardware and software support by utilising ITIL framework incident, change and problem management.
• Provide support in the operation of networked computer systems. Basic network troubleshooting skills are essential.
• Prepare, test, and deploy equipment (including PCs, laptops, and mobile devices among others) according to best practices and user requirements.
• Undertake installation and commissioning of ICT equipment in the users work area, including basic familiarisation of the equipment with the user.
• Be conversant with the principles, configuration and use of the Trust’s standard operating systems, such as Windows 11 and iOS.
• Commission, deploy and support a range of mobile devices.

Detailed job description and main responsibilities

Department-wide

• Provide remote and deskside support to users in our main site at University Hospital Coventry and Warwickshire.
• Provide support to associated NHS staff in satellite sites around Coventry and Warwickshire (Including travelling as necessary).
• Ensure ICT equipment conforms to the appropriate safety standards.
• Undertake problem determination and resolution on ICT equipment (including connected Audio/Visual systems) and services, including hardware repairs on such equipment and liaise with ICT and appropriate third parties as necessary to rectify such faults.
• Undertake first line network equipment and cabling fault finding including appropriate configuration work and patching.
• Use the ServiceNow computer system to record and monitor the progress of all incidents, changes and requests to their resolution, including invoking escalation procedures where appropriate and keeping users informed of progress.
• Use the ServiceNow computer system as the Trust’s ICT asset management system, and to use the system for the production of management reports, as required.

Telecommunications

• Provide support to voice and data corporate networked systems covering routine housekeeping/ maintenance duties using configuration management and change management processes.
• Undertake acceptance testing, installation, commissioning, configuration and troubleshooting of data and voice communications equipment.

For further details of the role please see the attached job description.