End User Compute Support Analyst inNewcastle upon Tyne inNewcastle upon Tyne PUBLISHED MON 27 JAN 2025

A positive customer service attitude and focus is important to this role where the post holder will be expected to provide IT advice and guidance, 2nd line IT support and assist with the deployment and installation of end user compute devices across multiple sites of the NHSBSA among other duties.

You should have previous experience of working in a 1st / 2nd line support roles, ideally within a multi-user Active Directory environment. Any additional support experience or practical knowledge of IT technologies and tools such as SCCM, Intune and Azure would be advantageous. Experience of working on large scale device refreshes would also be a distinct advantage

We have 3 x 12 month fixed term roles , 2 will be based in Newcastle upon Tyne and 1 at Fleetwood. You should be prepared to travel on occasion to support other locations

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 (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!

• Managing your own time and work commitments/deadlines.
• Diagnosing and resolving 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.
• Assisting all users with any logged ICT related incident
• Taking 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.
• Accurately record, update and document requests using the IT service desk system.
• Install and configure new ICT equipment.
• Managing access to applications and technology systems through effective access management (User Account Management).
• Maintaining a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• 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

• Managing your own time and work commitments/deadlines.
• 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 manage access to applications and technology systems through effective access management (User Account Management).
• 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.
• Analysing, interpreting, and reporting information and knowledge of technical subjects and concepts to influence decisions.
• 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.

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 standard.

In addition to the above accountabilities, as post holder you are expected to:

1. Undertake additional duties and responsibilities in line with the 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. Encourage an environment where your own and colleagues safety and well-being is promoted.

4. Contribute to a culture which values diversity and inclusion.

5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.