First Line Support Analyst

ROH; Coventry; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust in Coventry is seeking a First Line Support Analyst (NHS AfC: Band 4) to join the Service Desk.

You will provide first line technical support, manage incidents, and assist users with ICT systems; rota includes extended hours and out-of-hours; role is office-based.

Applicants should have ICT qualifications; role not sponsor; interviews scheduled.

Qualifications

• NVQ ICT qualification or equivalent (HNC/HND).
• Recognised ICT professional qualification (Advanced ECDL) or equivalent.
• Experience in a customer-focused IT environment, preferably within NHS.

Responsibilities

• Monitor, log, and update service requests; chase progress to meet SLAs.
• Maintain accuracy of the ITSM system; update user details promptly.
• Use ITSM for asset management and reporting.
• Escalate system failures per procedures and communicate updates.
• Provide First Line technical and user support for Trust-wide systems.
• Participate in rota to cover Service Desk hours, including extended/out-of-hours.

Skills

Clear instructions to users

Customer service orientation

rota/shift readiness

Education

NVQ ICT qualification/HNC/HND

Advanced ECDL / equivalent

Tools

ITSM system

Desktop support tools

Job description

Employer University Hospitals Coventry and Warwickshire NHS Trust Employer type NHS Site University Hospitals Coventry and Warwickshire Town Coventry Salary £28,392 - £31,157 per annum Salary period Yearly Closing 15/11/2026 23:59

First Line Support Analyst

NHS AfC: Band 4

Job overview

Working within a dynamic team of highly skilled individuals in a Service Desk environment to provide First Line technical support and exceptional levels of Customer Service. Processing all enquiries to the Service Desk in an efficient and professional manner and ensuring that all users receive a seamless high-quality service. The First Line Support Analyst will be expected to participate in a rota to ensure the Service Desk’s core operating hours, including extending operating hours and out of hours are covered, and also train and support users in the use of Trust systems and ICT skills to enable them to be proficient in their job roles. The role is office based.

Please note that this role is not eligible for sponsorship.

Interviews are provisionally scheduled for 25th & 26th November, subject to availability.

Main duties of the job

Assist in the support of corporate computer systems covering routine housekeeping/ maintenance tasks, configuration management, incident management, change management and problem management. Enrol users on corporate systems, as directed, fully testing functionality prior to release.

Assist in problem determination and resolution on ICT equipment and services, liaising with Second Line/Third Line technical teams as well as other ICT teams and other internal and external parties as necessary to rectify such faults.

Provide First Line technical and user support for all Trust-wide systems and use remote support tools as appropriate to troubleshoot, resolve faults, and assist users with any queries.

Provide support for the implementation of all new systems ensuring a consistent standard of service delivery, First Line technical support, user support and training assistance.

Ensure all service requests (via telephone, voicemail, email, forms) are dealt with efficiently, logged in a timely manner with the appropriate category, priority and assignment, and annotated with a comprehensive description of the problem in accordance with the documented Service Desk procedures.

Working for our organisation

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Detailed job description and main responsibilities

• Ensure all service requests are monitored, logged and updated, and that progress is chased to ensure all work is completed within agreed service levels. Ensure that users are kept informed and any outstanding service requests are escalated to the relevant line manager.
• Ensure the accuracy and integrity of the IT Service Management (ITSM) system is maintained at all times by making sure any new registrations or amendments to existing user details are updated accurately and in a timely manner.
• Use the ITSM as the Trust’s ICT asset management system, and to use the system for the production of management reports, as required.
• Ensure that any system failures are escalated appropriately in line with Service Desk documented procedures. Also ensure that accurate and timely communication is maintained with users, notifying them of changes that affect the operation of supported systems.
• Understand the operation of all supported systems such that effective support can be given to users in line with the requirements of the National Service Desk criteria.
• Participate in a rota to ensure the full cover of the Service Desk, both in providing hours which will include extended hours, unsocial/out of hours support, as required.
• Handle all communications to the Service Desk efficiently, courteously and in a professional manner providing each user with a call reference number and any other relevant information.
• Assist in the operation of networked computer systems including system shutdown and startup procedures.
• Assist in the installation, configuration, commissioning, testing and troubleshooting of ‘desktop’ end-user Information & Communications Technology (ICT) equipment.
• Be conversant with the principles, configuration and use of the Trust’s standard computer operating systems, such as Microsoft Windows and UNIX technologies.
• Participate in developing documentation for ICT policies, procedures and system configurations, documenting all project work to departmental standards.
• Ensure ICT equipment conforms to the appropriate safety standards.
• To be able to work independently, guided by standard operating procedures with minimum supervision and be proficient in word processing, spreadsheets and databases.
• Participate in the training of fellow members of staff and students and new starters within the Service Desk in the use of ICT equipment and application software, as required.
• Participate in appropriate training and development activities.
• Participate in yearly appraisals in order to set and achieve objectives and personal development plans.
• Participate in giving presentations of systems to users and other interested parties as required.
• Keep abreast of current developments within the IT industry.
• Deal with all related administration duties as deemed appropriate to the nature and grade of the post, ensuring that all documentation is accurate.
• Ensure that all Trust wide standards are maintained and monitored to improve the quality of total care to all who come into contact with services provided by UHCW NHS Trust.
• Undertake other tasks commensurate with this grade and nature of the post as allocated by the Supervisor or Manager.

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

Person specification

Qualifications

• NVQ ICT qualification/Higher National Certificate, Diploma or equivalent experience in an IT related subject.
• Recognised ICT related professional qualification/Advanced ECDL holder or working towards this award.

Experience

• Experience in implementing and supporting ICT equipment/services and systems. Operational and/or project related computing experience. Previous experience of a customer focused role. Experience of various training techniques.
• Knowledge of working within the NHS. ICT Service Desk/Helpdesk experience.

Knowledge

• Remote support applications.
• Equipment imaging.
• Mobile Device Management technologies.
• Knowledge of iOS devices (iPhone/iPad).
• Security management; Anti-virus, email and web filtering technologies.
• Knowledge of Information Governance/Data Security.

Skills

• Ability to provide clear instructions to users of ICT, both written and verbally. Attention to detail. Ability to work within a pressurised environment. Moving and handling of ICT equipment. Advanced keyboard skills; to log information accurately when taking calls. Customer focused with good communication, presentation and influencing skills with the ability to impart technical matters to a non-technical audience.
• Knowledge of ITIL framework and processes.

Commitment to Trust Values and Behaviours

• Evidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace. For posts with managerial responsibility only Evidence of promoting equality, diversity and inclusion, and ensuring fair and equitable practices throughout your work experience. Evidence of promoting a culture which helps individuals live behaviours aligned to our Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect)

To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust’s Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.
Before applying, we encourage you to review the Trust’s Values and Behaviours which can be accessed on the right side of this page under the job description.
The Supporting Information Section in your application should therefore reflect your understanding of the Trust’s Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.

The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.

In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be transferred using NHS Electronic Staff Record and third‑party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.

UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.

If you are successful at interview you will receive a conditional offer of employment and we’ll ask you for information so that we can carry out pre‑employment checks. You must successfully complete all pre‑employment checks to progress to a final unconditional offer.

We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.

Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.

All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders