IT Support Analyst, Office Based

NHS Jobs; Manchester; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Healthcare cash plan

Life insurance

Cycle to work scheme

NHS discount & support

Birthday day off

25 days holiday + bank holidays

Modern open office space

Employee assistance program

Job summary

Omnes Healthcare Limited is seeking an IT Support Analyst to join its dynamic IT team across multiple sites in the UK. You will provide end‑user IT support, diagnose and resolve hardware, software and network issues, and contribute to a reliable NHS technology environment.

The role involves hybrid on-site and remote support, incident management, and assisting NHS product platforms such as Systmone, EMIS and ERS, with a focus on service excellence and security compliance.

Qualifications

• Bachelor's degree or equivalent in IT or a related field.
• Experience as IT Support Analyst or similar role.
• Strong knowledge of computer systems, networks and software.
• Familiarity with ITIL best practices is a plus.
• Excellent troubleshooting and customer service skills.

Responsibilities

• Respond to user queries via phone, email and in person; diagnose and resolve hardware, software, and network issues.
• Monitor and manage incidents; escalate to higher‑level support when needed.
• Provide telecoms support and work with service providers on issues.
• Support NHS products such as Systmone, EMIS and ERS with guidance and training.
• Perform routine hardware and software maintenance and audits for security and compliance.
• Assist in IT infrastructure planning, maintenance and policy improvement.

Skills

End-User Support

Incident Management

Telecoms Support

ITIL knowledge

Strong communication

Education

Bachelor's degree in Information Technology or related

Tools

Active Directory

Exchange

NHS IT systems

IT service management tools

Job description

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.

Responsibilities

• End-User Support: 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