IT Support Analyst

CLEO Systems 24 Ltd; South Willesborough; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

NHS Pension Scheme

6.6 weeks annual leave + bank holidays

Wellbeing benefits

Employee Assistance Programme

Job summary

IC24 is seeking an IT Support Analyst to join the IT Operations team. You will deliver first and second-line support across contact centres, offices and clinical bases, ensuring systems are available and users are guided through issues with clear, patient communication.

You’ll handle incidents, support telephony and infrastructure, and participate in on-call rotations. A driving licence and ability to travel to IC24 sites are required.

Qualifications

• Experience in IT Service Desk or technical support.
• Strong customer service and communication abilities.
• Familiarity with Active Directory and Microsoft environments.

Responsibilities

• Keep IT services running and resolve technical issues.
• Provide first and second-line IT support to colleagues.
• Maintain and troubleshoot workstations, laptops, servers and peripherals.
• Support telephony systems and monitor infrastructure.
• Coordinate with suppliers and internal teams to restore services.

Skills

IT Service Desk experience

Customer service

Communication skills

Problem solving

Driving licence

Education

IT diploma or equivalent

Tools

Active Directory

Microsoft Windows environments

Cisco telephony systems

Job 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 by 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 by 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 by maintaining and troubleshooting workstations, laptops, servers, peripherals, Microsoft environments and Cisco telephony systems.
• Monitoring and preventing issues by proactively checking systems, identifying potential faults and helping resolve problems before they disrupt clinical or operational services.
• Supporting our clinical sites by 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 by working to agreed service levels, keeping accurate records, communicating progress and escalating complex or outstanding issues appropriately.
• Working with suppliers and specialist teams by 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 by maintaining accurate asset records, supporting backup monitoring and following information governance and security requirements to protect sensitive information.
• Improving how we work by identifying recurring technical problems, recommending improvements and contributing to IT projects, new systems and technology implementations.

Who this role suits

• 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.

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.

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.

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.

Please note: We reserve the right to close this vacancy early if we receive a sufficient number of applications. We encourage you to apply as soon as possible to avoid disappointment.

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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