Colleague Digital Support Analyst

NHS Property Services Ltd; Greater London; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

27 days annual leave + 8 bank holidays

Smarter Working Policy

Professional development opportunities

Pension contribution up to 6%

Job summary

NHS Property Services Ltd is seeking a Colleague Digital Support Analyst in London with flexible working. The role offers a salary from £33,000 for a 12-month FTC, and involves a mix of remote and onsite IT support across NHSPS staff.

Key duties include first contact incident management, in-depth technical troubleshooting, and collaboration with suppliers to ensure service delivery and adherence to SLAs. Strong AD, Microsoft 365, and networking skills are essential.

Qualifications

• Experience providing first point of contact for colleagues, handling incidents and requests.
• Deep technical support for hardware, software and networking issues.
• Onsite support and collaboration with suppliers and service teams.

Responsibilities

• Provide first contact support and incident/request management.
• Investigate hardware and application issues; remote network monitoring and maintenance.
• Onsite Tech Bar, meeting room and Audio-Visual support; ensure SLAs/KPIs are met.

Skills

Active Directory

Microsoft 365

Group Policy

IP networks

Thin clients

Problem solving

Analytical skills

Tools

Service desk tool

Job description

We have a fantastic opportunity for a Colleague Digital Support Analyst join our team based London with flexible working. The salary on offer is from £33,000. This will be a 12-month FTC.

About the role:

The Colleague Digital Support Analyst will provide first contact support, deeper technical support and onsite support to NHS Property Services staff, working closely with colleagues to ensure the appropriate and efficient delivery of business systems and services. Liaison with multiple suppliers and third parties will be fundamental to the role, sometimes dealing with difficult, sensitive or conflicting operational issues. Key technical skills are an in-depth knowledge of Active Directory and Microsoft suite of products, group policy management, IP networks, thin clients and excellent problem solving and analytical skills.

What you will bring to the role:

• First point of contact for all colleagues, incident & request management
• In-depth investigation of hardware and application issues, remote monitoring of site networks, and infrastructure, proactive remote checks and maintenance
• Tech Bar operation and onsite support of key locations
• Meeting room and Audio-Visual support
• Pro‑actively manage tickets assigned to the support team queues
• Build and configuration of hardware to aid the successful onboarding of colleagues into the business
• Working with colleagues, suppliers and Local Service Providers to ensure quality of service to all NHSPS staff.
• Working with the Service Operations teams to design and implement service improvement activities that improve the health and performance of the services consumed by the business
• Create and keep updated the Standard Operating procedures and processes to ensure that all procedures adopted by the Digital and Data teams are kept up to date
• Keep up to date with jobs allocated via the organisations service desk tool and ensure SLAs and KPIs are met
• Resolve problems with operational software, hardware and systems. Provide expert advice and guidance to the organisation in connection with hardware, software, local and wide area networking matters.
• Undertake training where necessary to assure the correct and effective use of appropriate technologies throughout the organisation and promote good practice in the use of equipment and data.
• Working with external suppliers and third-party Services, provide additional support to the IT Service desk with incident and problem management - liaising and updating staff where required.
• Where required, providing input to the Service Management team to support the Major Incident Management process.

What we can offer you:

We understand how important life is outside of work so, as well as a competitive salary we will also offer:

• 27 days annual leave + 8 days bank holiday with the option to buy additional weeks leave.
• A Smarter Working Policy, empowering you to choose the location of how and where you work according to your daily activities.
• Training and development opportunities, providing opportunities for our colleagues to develop and progress their careers at all levels through our Professional Excellence Framework.
• SMART Pension contribution into which the company will contribute up to 6%
• A range of flexible benefits including NHS retail discounts and Cycle to Work Scheme.
• We have a great Colleague Assistance Programme and offer support for all areas of life.

An organisation with a passion…

We are an organisation with a passion for giving back. Putting money back into the NHS, raising £150,000 over 3 years for our charity partner Young Lives vs Cancer, supporting colleagues to volunteer within their local communities, and being committed to creating a sustainable working environment on our pledge to become net zero carbon by 2050. We understand that it's important to feel like the work you do is having a meaningful impact on society, and through our approach to being a responsible business, we make sure that every colleague is given the opportunity to make a difference.

We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.

Desired Skills and Experience

• First point of contact for all colleagues, incident & request management
• In-depth investigation of hardware and application issues, remote monitoring of site networks, and infrastructure, proactive remote checks and maintenance
• Tech Bar operation and onsite support of key locations
• Meeting room and Audio-Visual support
• Pro‑actively manage tickets assigned to the support team queues
• Build and configuration of hardware to aid the successful onboarding of colleagues into the business
• Working with colleagues, suppliers and Local Service Providers to ensure quality of service to all NHSPS staff.
• Working with the Service Operations teams to design and implement service improvement activities that improve the health and performance of the services consumed by the business
• Create and keep updated the Standard Operating procedures and processes to ensure that all procedures adopted by the Digital and Data teams are kept up to date
• Keep up to date with jobs allocated via the organisations service desk tool and ensure SLAs and KPIs are met
• Resolve problems with operational software, hardware and systems. Provide expert advice and guidance to the organisation in connection with hardware, software, local and wide area networking matters.
• Undertake training where necessary to assure the correct and effective use of appropriate technologies throughout the organisation and promote good practice in the use of equipment and data.
• Working with external suppliers and third-party Services, provide additional support to the IT Service desk with incident and problem management - liaising and updating staff where required.
• Where required, providing input to the Service Management team to support the Major Incident Management process.