ICT Support Analyst

The Parliamentary and Health Service Ombudsman; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A public service organization in Manchester seeks a technical support professional who combines a passion for customer service with strong technical leadership skills. The role involves acting as the first point of contact for inquiries and providing expertise to ICT colleagues. Ideal candidates will have experience aligned with ITIL principles and the ability to respond to varied requests from internal staff.

Qualifications

• Experience supporting end users in a technical environment.
• Ability to handle customer inquiries independently.
• Experience of working in a regulated environment is an advantage.

Responsibilities

• Act as the first point of contact for internal consumers.
• Provide technical leadership and expertise to ICT colleagues.
• Respond to enquiries via support portal, phone, and face to face.

Skills

Strong customer focus

Experience in ITIL principles

Technical leadership

Problem-solving skills

Tools

Infrastructure technologies

Application technologies

Job description

We are the final stage for complaints about the NHS in England and public services delivered by the UK Government. We look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right.
Our service is free for everyone.

About the role

If you have a passion for technology and customer service and want to join a team that is seen as integral to supporting business success, then you might just have found a perfect place to develop your career.

We’re making great progress in transforming the way ICT is delivered to the organisation, and you have the opportunity to become part of the team to take it to the next level. Over the next few years we’re continuing on an ambitious journey to radically improve the technology and service offering, including significant initiatives around flexible and smarter working.

Working from our new central Manchester offices you’ll act as the first point of contact to our internal consumers and provide technical leadership and expertise to other ICT colleagues. You’ll be critical in providing the services that enable the PHSO to operate effectively and no two days are likely to be the same. You will work independently and respond to enquiries, raised via our customer support portal, over the telephone, via email or face to face from our internal staff who work remotely as well as from our Manchester and London offices. As we’re a small organisation with a small support team, this is much more than just log and flog, we’re looking for somebody who isn’t hung up on the traditional hierarchy of 1st, 2nd and 3rd line and can take ownership of the enquiries and apply knowledge to resolve them.

Although the primary focus of your role is to support end users with their enquiries there will be opportunities to work on projects and service improvements.

The successful candidate will demonstrate strong customer focus and experience of working in a structured environment aligned to ITIL principles and have knowledge and experience of supporting both infrastructure and application technologies.

Experience of working in a regulated environment would be an advantage.

How to apply

Please submit your CV and Supporting Statement by 10am on the 18th of September 2020

[HIDDEN] Please provide some further comments on how you found this page helpful.

Help us improve www.ombudsman.org.uk.

How do you think we could make this page better?

(Do not include any personal or financial information.)

Comments

Help us improve www.ombudsman.org.uk.

Please tell us more about the problems you had with this page.

(Do not include any personal or financial information.)

What were you doing?

What went wrong?

Submit button(s)

Stay updated

Subscribe to our mailing list for regular updates about our work.