End User Compute Support AnalystinNewcastle upon TyneinNewcastle upon TynePUBLISHED FRI 31 JAN 2025

IT User Services form the central point of contact for all technology related incidents, service requests and queries. The role of the End User Compute Support Analyst is to provide first and second line support for all NHSBSA employees. The End User Compute Support Analyst is responsible for triaging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. There is a need the End User Compute Support Analyst to understand the importance of integrity and security of ICT systems.

What do we offer?

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working (we are happy to discuss options such as compressed hours)
• Flexi time
• Hybrid working model
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!

• 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.
• Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
• 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.
• Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

About us

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

Working relationships

Responsible to: Team Manager

Key relationships and connections:

• Team members
• Service Delivery Teams