It Support Analyst

Ic24; Aylesford; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Annual salary and on-call allowance

NHS Pension Scheme

Generous leave

Wellbeing benefits

Employee assistance program

Professional development

Discount platform access

NHS discount schemes

Job summary

Integrated Care 24 (IC24) is seeking an IT Support Analyst to provide frontline and second-line technical assistance across clinical and office sites in the UK. You’ll resolve issues, guide users in simple language and ensure services run smoothly to support patient care.

You’ll work in a busy Service Desk environment, balancing remote and on-site support, with on-call duties and occasional travel to IC24 sites as required. Strong communication and customer service are essential.

Qualifications

• Experience in IT Service Desk or technical support environment.
• IT diploma or equivalent education and practical experience.
• Understanding of computer hardware, networking and Microsoft environments.
• Experience using Active Directory for user and device management.
• Knowledge of ITIL practices and incident management.
• Excellent customer service skills with a focus on positive support.
• Ability to explain technical issues clearly to non-technical users.
• Ability to balance multiple tickets with high service standards.
• Awareness of information security and confidentiality.
• Valid UK driving licence and ability to travel to IC24 sites.

Responsibilities

• Provide first and second-line IT support to colleagues across IC24, resolving issues and ensuring systems are available.
• Deliver friendly, patient, professional IT support and keep colleagues updated on progress.
• Respond to Service Desk requests, diagnose faults and provide practical support to users of varying IT knowledge.
• Maintain and troubleshoot workstations, laptops, servers, peripherals, Microsoft environments and Cisco telephony.
• Proactively monitor systems, identify potential faults and help resolve problems before disruption.
• Provide remote and on-site support for clinical sites and offices as required.
• Manage incidents to agreed service levels, document progress and escalate when necessary.
• Collaborate with suppliers and internal teams to resolve issues and maintain reliability.
• Maintain asset records, support backups and adhere to information governance and security requirements.
• Identify recurring issues and participate in IT projects and improvements.

Skills

IT Service Desk experience

Customer service skills

Active Directory

ITIL practices

Networking basics

Microsoft environments

Clear communication

Driving licence

Education

IT diploma or equivalent

Tools

Cisco telephony systems

MS Windows environments

Job description

Package Description:

The Role

More than fixing IT. Be the support our teams can rely on.

Behind every patient call, clinical consultation and busy healthcare service is technology that needs to work reliably - and people who need to feel supported when it doesn't.

As an IT Support Analyst at IC24, you'll play an important role in keeping our systems running, solving technical problems and making sure colleagues have the tools they need to deliver safe, effective patient care.

Working as part of our IT Operations team, you'll provide remote and on-site support across our contact centres, offices and clinical bases. From troubleshooting everyday IT issues to supporting telephony systems, monitoring infrastructure and contributing to new technology projects, you'll be involved in a wide range of work.

But this role is about more than technical knowledge.

We're looking for someone who combines strong IT skills with excellent communication and a genuine commitment to customer service. You'll need to listen carefully, understand the problem, explain solutions in simple terms and keep colleagues informed - particularly when an issue can't be resolved immediately.

You could be helping a clinician regain access to a system, talking a colleague through an unfamiliar application or coordinating with an external supplier to restore a critical service.

Whatever the situation, how you communicate and support the person behind the request matters just as much as the technical solution.

This isn't just about fixing technology. It's about helping people feel supported and keeping the services our patients rely on running smoothly.

What you'll be doing

→ Keeping our IT services running

Providing first and second-line IT support to colleagues across IC24, resolving technical issues and ensuring systems are available and working effectively.

→ Delivering excellent customer service

Being a friendly, patient and professional point of contact for colleagues who need IT support. You'll listen carefully, ask the right questions, explain technical issues in straightforward language and keep people updated on progress. You'll take ownership of requests and make sure colleagues feel supported, even when a solution takes time.

→ Solving problems and supporting colleagues

Responding to Service Desk requests, diagnosing faults and providing clear, practical support to colleagues with different levels of technical knowledge.

→ Supporting our systems and infrastructure

Maintaining and troubleshooting workstations, laptops, servers, peripherals, Microsoft environments and Cisco telephony systems.

→ Monitoring and preventing issues

Proactively checking systems, identifying potential faults and helping resolve problems before they disrupt clinical or operational services.

→ Supporting our clinical sites

Providing remote and on-site support, including checking that systems and equipment are working correctly and ready for clinical operations.

→ Managing incidents and service performance

Working to agreed service levels, keeping accurate records, communicating progress and escalating complex or outstanding issues appropriately.

→ Working with suppliers and specialist teams

Liaising with external IT providers, internal infrastructure colleagues and other technical specialists to resolve issues and maintain reliable services.

→ Keeping our systems organised and secure

Maintaining accurate asset records, supporting backup monitoring and following information governance and security requirements to protect sensitive information.

→ Improving how we work

Identifying recurring technical problems, recommending improvements and contributing to IT projects, new systems and technology implementations.

Who this role suits

We're looking for someone who is technically capable, but equally confident working with people. You might be excellent at diagnosing IT problems, but you'll also understand that delivering great support means listening, communicating clearly and taking ownership.

You’ll thrive as an IT Support Analyst if you:

• Have experience working in an IT Service Desk or technical support environment.
• Have an IT diploma or equivalent combination of education and practical experience.
• Have a good understanding of computer hardware, networking and Microsoft software environments.
• Have experience using Active Directory for user and device management.
• Understand ITIL practices and effective incident management.
• Have excellent customer service skills and take pride in providing a positive support experience.
• Can explain technical issues clearly and patiently to people with different levels of IT knowledge.
• Can balance multiple support requests while maintaining a high standard of service.
• Understand the importance of information security and confidentiality.
• Hold a full UK driving licence and can travel to IC24 sites when required.

Technical skills are essential, but so is the ability to build trust with the people you're supporting. We want someone who sees every Service Desk request as an opportunity to help a colleague, not simply another ticket to close.

You’ll work as part of a Service Desk operating 8am–6pm, seven days a week, with shifts covering 8am–4pm and 10am–6pm. The role also includes participation in an out-of-hours on-call rota, and occasional site visits outside standard working hours.

We can support you in developing your technical knowledge. What matters just as much is your attitude towards the people you're helping.

If you're someone who takes pride in solving problems, communicating well and delivering a great service, we'd like to hear from you.

Who are we?

We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services.

IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.

Every day, our people help patients access the care they need, when they need it most.

What’s in it for you?

• Annual Salary of £27,000 + £2000 on call allowance
• Opportunity to join the NHS Pension Scheme
• 6.6 weeks annual leave plus bank holidays
• Enhanced family leave (maternity, paternity and adoption leave and pay)
• Inclusive wellbeing benefits
• Employee Assistance Programme including free 24/7 independent counselling and occupational health services
• Professional development opportunities
• Free membership to our reward and discount platform
• Access to Blue Light Card and other NHS Discount Schemes

Location:

100% Office attendance required

Kingston House, Ashford, Kent, with travel to other IC24 sites as required.

Hours:

As agreed, covering a seven-day Service Desk rota between 8am and 6pm, with participation in an out-of-hours on-call rota.

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory basic DBS disclosure and appropriate references.

We celebrate brave ideas and brave people.

We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.

We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.

If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.

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