IT Support Analyst - Patient Care Service Desk

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

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.