Bank ICT Support Analyst

GREAT ORMOND STREET HOSPITAL NHS FOUNDATION TRUST; City of Westminster; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider in the UK is seeking a Technical Support team member to deliver high-quality IT service, supporting various ICT endpoints. The ideal candidate will have strong customer service skills, attention to detail, and knowledge of ITIL. Responsibilities include troubleshooting ICT incidents and supporting user endpoints effectively. This role offers an inclusive environment and opportunities for growth.

Benefits

Accredited Living Wage Employer

Inclusive workplace culture

Diverse employee networks

Qualifications

• Strong rapport building and communication skills.
• Ability to troubleshoot ICT incidents quickly.
• Experience maintaining documentation and knowledge base.

Responsibilities

• Provide technical support for ICT endpoints and services.
• Perform installations of IT and telephony equipment.
• Support a range of endpoint operating systems and applications.

Skills

Customer service

Attention to detail

Communication skills

ITIL knowledge

Tools

ITSM tools

Remote tools

Job description

Overview

The ICT Directorate is responsible for all IT infrastructure and related services at GOSH including IT hardware & software and many clinical and non-clinical IT systems and applications, for example the Imaging suite and Microsoft 365 which encompasses email, Office, SharePoint and Teams. ICT also manages the Trust's Integration Engine which is a critical tool managing all flows of data between systems, most importantly EPIC.

There are 4 main areas of ICT: Service (Service Desk, PCs, RPA), Technology & Cyber Security (security tools and services and networks, data centres & core IT systems), Data & Systems (databases, storage, interoperability) and Development (solutions architecture, business partnering, program & project management).

The ICT Service Desk is integral to the smooth running of IT services and acts as the single point of contact for all ICT related interactions for the Trust.

Role and responsibilities

• To provide technical support as part of the Second Line Technical Support Team. Supporting a range of ICT & Trust endpoints and services including desktop PCs, laptops, tablets, telephony devices and services, smartphones and associated peripherals in the Trust's IT service portfolio.
• To ensure that users are fully supported in their day-to-day use of ICT and Telecoms and to perform installations of IT and telephony equipment.
• To support a wide range of endpoint operating systems, applications and productivity software.
• The post holder must be able to troubleshoot ICT incidents quickly and efficiently. They must be able to install supported Trust hardware or software and do necessary testing on devices.
• To support the provisioning of new equipment and users including account creation and password resets.

Required experience and qualifications

• General customer service, including strong rapport building and communication skills
• Attention to detail
• Asking probing questions to aid troubleshooting with users that have varying degrees of IT competency
• Use of ITSM tools
• Creating, updating and generally maintaining documentation and the knowledge base
• ITIL knowledge - Overview / Foundation
• Using remote tools to assist with first time / line fixes

Working for our organisation

GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.

We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.

We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.

We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.

We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women's staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust's mission, values and efforts specific to inclusion. All of our staff networks are open to any employee.

Recruitment process

The recruitment process for all admin and clerical roles at Bands 2-4 will be a two stage recruitment process whereby shortlisted candidates will undertake an online literacy, numeracy, ICT and typing test. Only those candidates who pass the competency test will proceed to a formal interview.

The closing date given is a guide only. There may be some occasions where we have to close a vacancy once sufficient applications have been received. It is therefore advisable that you submit your application as early as possible to avoid disappointment.

Only those candidates who clearly demonstrate how they meet the person specification criteria for this post will be shortlisted. Please note that where high volumes of applicants have been received, additional criteria may on occasion be used to determine the final shortlist.

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

We are an accredited Living Wage Employer.