Information Systems Support Assistant (XN05)

NHS; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

The NHS is seeking an Information Systems Support Assistant to provide critical support for IT operations within the NIHR Academy. This role involves troubleshooting, system administration, and maintaining IT compliance while serving as a key contact for staff members. Candidates should have experience in IT support and be proactive in resolving technical challenges and engaging with users.

Benefits

Training and Development Opportunities

Competitive Salary

Qualifications

• Experience in delivering first and second line support.
• Educated to degree level in IT-related subject or equivalent.
• Technical understanding of Microsoft products.

Responsibilities

• Provide day-to-day IT support and training for users.
• Manage user accounts and maintain IT assets.
• Resolve hardware and software issues efficiently.

Skills

Problem Solving

Interpersonal Skills

Customer Focused

Education

Degree in IT-related subject

Tools

Microsoft Azure

Active Directory

Job description

We are looking for an Information Systems Support Assistant to joinNIHR Academy. You will be a vital member of our small, dynamic ITteam. You'll be the first point of contact for our approximately 130staff members, providing essential support and ensuring theseamless operation of our IT systems.

We are passionate about delivering excellent IT services,encompassing everything from daily troubleshooting and systemadministration to supporting critical infrastructure projects andmaintaining compliance.

We're looking for an individual with proven experience in IT technicalsupport with an understanding of Microsoft Azure, who can workeffectively with minimal supervision. The successful candidate willdemonstrate a proactive approach to learning and take full responsibilityfor their tasks.

If you are passionate about resolving technical challenges, engagingwith users, and playing a key role committed to maintaining a high performing IT environment, this position offers a perfect opportunity.

Main duties of the job

The Information Systems Support Assistant will providecomprehensive IT support, acting as the main contact for all in-hourstechnical queries. You'll quickly resolve diverse hardware and software issues across laptops, mobile devices, and meeting roomsystems. Key duties include incident management, liaising withsuppliers, and delivering user training.

You'll perform essential system administration, including managinguser accounts, maintaining IT assets, and supporting GoogleHub/Suite. This role also involves supporting installations/upgrades,updating technical documentation, ensuring adherence to IT policies,and assisting with compliance and risk monitoring to maintain secureand efficient IT operations for the NIHR Academy.

About us

The National Institute for Health and Care Research (NIHR) has amission to improve the health and wealth of the nation throughresearch. The NIHR plays a pivotal role in attracting, training andsupporting the best researchers and complements the additionalNIHR investment in world-class research facilities and a skilledresearch workforce.

This role is hosted by the Leeds Teaching Hospitals Trust (LTHT) anddelivers the work of the NIHR, leading on policy, strategy and deliveryin respect of academic training in England and working closely withother NIHR centres and the Science Research and Evidence (SRE)Directorate at the Department of Health and Social Care (DHSC).

Leeds Teaching Hospitals is committed to our process of redeploying'at risk' members of our existing workforce to new roles. As such, allour job adverts are subject to this policy and we reserve the right toclose, delay or remove adverts while this process is completed. If youdo experience a delay in the shortlisting stage of the recruitmentcycle, please bear with us while this process is completed, andcontact the named contact if you have any questions.

Job responsibilities

IT Support

• Provide day-to-day consultation, training, instruction, trouble-shooting,problem-solving to the NIHR Academy users of IS services (liaisingwith suppliers where necessary) to resolve issues within servicelevels.
• Provide assistance with hardware and software installations, plannedupgrades and maintenance as delegated by senior members of the ISteam.
• Liaise with other members of the IS team for support and escalation,providing adequate and accurate information in order to discuss andreview escalated calls.
• Act as first point of contact for in-hours support of laptops, printers,client software, telecommunications devices, etc.
• Responsible for routine daily administration including (but not limitedto):

- Maintaining the IS asset register

- Booking out IS loan equipment

- Checking that IS loan equipment is working and maintained to currentstandards

• Managing system issues and tracking ticket resolution via relevantService Desk tools.
• Support the Change & Configuration Analysts in delivery and set-upof NIHR Academy schemes via the ARAMIS Grant Tracker System,including (but not limited to):

- Forms testing

- supporting release management

- post-release checks

- maintaining system lookups

• Support of Google Hub and GSuite apps e.g. Gmail / Drive / Calendars,
• Resolving service desk requests
• Responsible for set-up of IT requirements for any managementsessions and meetings, including training events
• Assist with development and maintenance of training user guides andother technical support documentation
• Contribute towards the maintenance of the website and intranetservers
• Support management of change requests
• Ensure accuracy and data quality within systems
• Assist with production of reports (incidents and changes)
• Provide end-user support for other software in use at NIHR Academye.g. Qlikview, SQL, Adobe, Turning Point etc.
• To participate in appropriate training and development activities.
• To ensure that all systems users comply with current IS policies
• Other reasonable duties as required by Senior Management.

Compliance

• Report breaches of confidentiality following NIHR procedures, andadvise managers and staff reporting potential breaches ofconfidentiality of the appropriate procedures.
• Help to identify and monitor risks, governance and compliancerequirements related to the Service Desk environment.
• Help to specify and implement appropriate mitigation and/or controlmeasures.

General

• Liaising with suppliers where necessary to resolve issues withinservice levels.
• Working with members of a team for support and escalation,providing adequate and accurate information in order to discuss andreview escalated calls.

Person Specification

Skills and Behaviours

• Works well under pressure.
• Logical approach to problem solving and managing competing
• priorities.
• Well organised.
• Good interpersonal skills.
• Customer focused with a view to helping people.
• Experience of Cable management and set up of PCs.
• Ability to deputise for senior staff.
• Understanding of customer and supplier organisations.
• Able to apply / relay IT training and policies to customers.
• Evidence of continuing professional development.
• Experience of manual handling of IT equipment including PCs, and
• monitors.

Qualifications

• Educated to degree level in IT-related subject or equivalent
• qualifications / experience.
• Experience in delivering first and second line support within an ICT
• PRINCE2 or equivalent to foundation level.

Experience

• Experience of running Service Management processes e.g. service
• desk routines.
• Experience of managing incidents to resolve end user problems
• Technical problem solving of hardware and software issues
• particularly Microsoft products.
• A working knowledge of Corporate or NHS, Industry and professional
• standards.
• Technical understanding of Windows 11, Microsoft Office 2016/365,
• PC / Laptop and peripheral desktop hardware, Anti-virus / Malware
• technologies, Active Directory, MS Exchange.
• Technical understanding of Wireless technologies, Network
• technologies including VPN, Encryption technologies.
• A good understanding of MS Server, Backup and archiving systems,
• Industry and professional standards, Call Management systems, ITIL
• Service Management, Application Management, Scripting
• A good understanding of Deployment of patches, critical updates and
• service packs, System administration and / or configuration, Support

Assistant Director-Information Systems and Support