It Support Analyst

Omnes Healthcare Limited; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Healthcare Cash Plan

Life Insurance

Cycle to Work Scheme

NHS Discount & Support Schemes

Job summary

Omnes Healthcare Limited seeks an IT Support Analyst to join a hybrid IT team providing technical assistance to end-users, diagnosing issues, and maintaining NHS software environments across multiple locations in the UK.

You will support NHS products (TPP Systmone, EMIS, ERS), manage incidents, and help maintain IT infrastructure while delivering excellent user service.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• NHS Experience.
• Proven experience as an IT Support Analyst or in a similar role.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with ITIL best practices is a plus.
• Experience working within NHS or similar healthcare environments.

Responsibilities

• Respond to user queries and issues through various channels, including phone, email, and in-person.
• Diagnose and troubleshoot hardware, software, and network problems to resolution.
• Provide step-by-step guidance and training to users on technical matters.
• Install, configure, and update software applications and operating systems.
• Monitor the incident management system, log and update incidents, and ensure timely resolution.
• Support NHS products such as TPP Systmone, EMIS, and ERS.
• On-site IT support for hardware/software, Medical Device configuration such as Ultrasound and Echo cardio machines.
• Produce and maintain documentation and user guides for common issues and resolutions.

Skills

Troubleshooting

Customer service

Communication

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

CompTIA A+

Microsoft Certified Desktop Support Technician (MCDST)

Active Directory

Exchange

Job description

Job summary

We are seeking a skilled IT Support Analyst to join our dynamic IT team. The successful candidate will be responsible for providing technical assistance and support to end-users, ensuring the efficient operation of systems, software, and hardware. The IT Support Analyst will play a crucial role in diagnosing and resolving technical issues, maintaining IT infrastructure, and delivering exceptional service to our colleagues.

Main duties of the job

Responsibilities:

• Respond to user queries and issues through various channels, including phone, email, and in-person.
• Diagnose and troubleshoot hardware, software, and network problems to resolution.
• Provide step-by-step guidance and training to users on technical matters.
• Install, configure, and update software applications and operating systems.

Incident Management:

• Monitor the incident management system, log and update incidents, and ensure timely resolution.
• Escalate complex issues to higher-level support when necessary.

Telecoms Support:

• Provide support for telecoms systems, addressing issues and ensuring seamless communication for end-users.
• Collaborate with telecom service providers to troubleshoot and resolve technical challenges.

Technical Issue Resolution:

• Analyse and resolve technical problems in a timely and efficient manner.
• Escalate complex issues to appropriate teams or higher-level support when necessary.
• Maintain detailed records of technical issues and their resolutions.

NHS Product Support:

• Support end-users with NHS products such as TPP Systmone, EMIS, and ERS.
• Troubleshoot issues and provide guidance on using NHS-specific applications.

Hardware and Software Maintenance:

• Perform routine hardware and software maintenance tasks, including updates, patches, and system backups.
• Conduct regular system audits to ensure security and compliance.
• Collaborate with vendors and other IT professionals to address hardware and software issues.

IT Infrastructure Management:

• Assist in the planning, implementation, and maintenance of IT infrastructure.
• Monitor system performance and troubleshoot issues to ensure optimal functionality.
• Contribute to the development and improvement of IT policies and procedures.

System Health Monitoring:

• Monitor system health to identify and address potential issues proactively.
• Collaborate with relevant teams to ensure optimal system functionality.

IT Audits:

• Contribute to IT audits to ensure compliance with security policies and procedures.
• Maintain accurate records and documentation related to IT audits.

User Account Management:

• Create and remove user accounts on various systems as per organisational requirements.
• Manage password resets on multiple systems and ensure security protocols are followed.

Support for IT Administrators:

• Assist IT administrators when needed, providing additional support during peak workloads.
• Collaborate with IT administrators on tasks requiring a collective effort.

Site Support:

• Collaborate with the IT team to set up IT infrastructure and systems for new company locations, ensuring a seamless transition and efficient operation.
• On-site IT support of Hardware/Software, Medical Device configuration such as Ultrasound and Echo cardio machines.
• Site Survey for new site commissioning.

User Training and Documentation:

• Develop and maintain user guides, manuals, and documentation for common issues and resolutions.
• Conduct training sessions to enhance end-users' technical skills and awareness.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• NHS Experience.
• Proven experience as an IT Support Analyst or in a similar role.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with ITIL best practices is a plus.
• Strong communication and interpersonal skills.
• Customer-focused with a commitment to providing high-quality support.

Preferred Skills:

• Experience with helpdesk and ticketing systems.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent.
• Familiarity with Active Directory, Exchange, and other enterprise-level technologies.

Additional Advantage:

• Experience working within the NHS or similar healthcare environments.

Working Arrangement:

• The role of IT Support Analyst is designed as a hybrid position, allowing for a combination of on-site and remote work. This flexibility aims to support a healthy work-life balance while ensuring the availability of IT support services as needed. The specific balance between on-site and remote work will be determined by the operational requirements.

Working Conditions:

• This position may require occasional evening or weekend work to address critical issues or system upgrades.
• Participation in an on-call rotation for after-hours support may be required.

Working Hours and Availability:

• The IT Support Analyst will be part of a rotational shift basis, operating seven days a week between 7:30 am to 8:00 pm.

Availability for On-Call and Travel:

• Participation in an on-call rotation for after-hours support is a requirement for this role.
• Travel may be necessary to provide on-site support to remote offices or to address technical issues that cannot be resolved remotely.

About Us

Omnes Healthcare Limited is a growing organisation that has been operating within the NHS since 2006, offering both Primary and Secondary care services with a forward-thinking, dynamic approach to patient healthcare. We are pioneers in a range of projects, from genomics to digital healthcare services, focused on delivering a better patient experience. With a diverse team of over 500 staff spread across approximately 50 locations throughout the UK, we are dedicated to excellence in every aspect of our operations.

What we can offer to you

• Excellent work / Life balance
• Modern open office space with complimentary fresh fruit and nuts.
• 25 days holiday plus bank holidays
• An extra day off to celebrate your birthday!
• Healthcare Cash Plan
• Life Insurance
• Cycle to Work Scheme
• Salary Sacrifice Electric Care Scheme
• Charitable Giving Scheme
• NHS Discount & Support Schemes
• Employee Assistance Program

Person Specification

Qualifications

Essential

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications such as

Desirable

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications such as

Experience

Essential

• NHS Experience.
• Proven experience as an IT Support Analyst or in a similar role.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Customer-focused with a commitment to providing high-quality support.
• Familiarity with ITIL best practices is a plus.
• Experience working within the NHS or similar healthcare environments.

Desirable

• NHS Experience.
• Proven experience as an IT Support Analyst or in a similar role.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Customer-focused with a commitment to providing high-quality support.
• Familiarity with ITIL best practices is a plus.
• Experience working within the NHS or similar healthcare environments.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.