Technical Support Analyst

University Hospitals Coventry and Warwickshire; Coventry; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider in Coventry is seeking a Technical Support Analyst to join their ICT Department. The role involves providing hardware and software support, maintaining high levels of customer service, and supporting over 10,000 desktops. Applicants must possess excellent technical skills, a UK driving license, and the ability to work well in a team. This is a great opportunity to grow within a respected Trust committed to world-class patient care.

Qualifications

• Excellent technical, interpersonal, and communication skills.
• Confidence working as part of a large team and independently.
• Familiarity with ITIL concepts and ServiceNow preferred.

Responsibilities

• Provide desktop support to over 10,000 desktops and 13,000 users.
• Provide end-user hardware and software support utilising ITIL framework.
• Prepare, test and deploy ICT equipment according to best practices.
• Conduct first-line fault finding for network equipment and cabling.

Skills

Technical support

Communication skills

Problem-solving

Teamwork

Customer service

Tools

ServiceNow

Windows 11

iOS

Job description

University Hospitals Coventry & Warwickshire NHS Trust's ICT Department team has a fantastic opportunity for an individual who has aspirations to work as a Technical Support Analyst. This post is an exciting opportunity to learn new skills and become part of a growing team.

Working within a dynamic team of highly skilled individuals to provide exceptional levels of support to a variety of disciplines within a large and exciting Acute Hospital environment. Providing both hardware and software support for users of Information and Communications Technology (ICT) whilst maintaining excellent levels of customer service.

The successful applicant will work within the Second Line team in the ICT department. A UK driving licence is essential for this post. Please note that an international driving licence is not accepted. The post holder will be based at University Hospital, Coventry. Standard hours of work will be 7.5 hours per day within the core office hours of 07:30 to 18:00 Monday to Friday, with 30 minutes for lunch, although flexibility will be required to ensure the needs of the service are met. The post will close as soon as sufficient applications have been received.

Responsibilities

• Provide desktop support to a large corporate computer systems estate comprising over 10,000 desktops and over 13,000 users.
• Provide end‑user hardware and software support utilising an ITIL‑based framework for incident, change and problem management.
• Offer support for networked computer systems; basic network troubleshooting skills are essential.
• Prepare, test and deploy ICT equipment (PCs, laptops, mobile devices, etc.) according to best practices and user requirements.
• Install and commission ICT equipment in the user’s work area, including basic familiarisation with the equipment.
• Be conversant with the Trust's standard operating systems, e.g. Windows 11 and iOS.
• Commission, deploy and support a range of mobile devices.
• Provide remote and deskside support to users at the main site (University Hospital Coventry and Warwickshire).
• Provide support to NHS staff in satellite sites around Coventry and Warwickshire, travelling as necessary.
• Ensure ICT equipment conforms to the appropriate safety standards.
• Determine and resolve problems on ICT equipment (including connected Audio/Visual systems) and services; liaise with ICT and third parties to rectify faults.
• Conduct first‑line fault finding for network equipment and cabling, including configuration and patching.
• Use the ServiceNow computer system to record and monitor all incidents, changes and requests, invoke escalation procedures where appropriate and inform users of progress.
• Use ServiceNow as the Trust’s ICT asset management system and produce management reports as required.

Telecommunications Support Responsibilities

• Support voice and data corporate networked systems, covering routine housekeeping/maintenance duties using configuration management and change management processes.
• Accept, test, install, commission, configure and troubleshoot data and voice communication equipment.

Qualifications

• Excellent technical, interpersonal and communication skills.
• Confidence working as part of a large team and independently.
• UK driving licence (international licence not accepted).
• Familiarity with ITIL concepts and ServiceNow preferred.

Equal Opportunities and Accessibility

The Trust is committed to Equal Opportunities within the workplace. All vacancies are considered for Job Share unless otherwise stated. Applicants with a disability who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, random selection may be used to reduce interview numbers; disabled applicants are automatically guaranteed an interview and exempt from this process.

About the Trust

University Hospitals Coventry and Warwickshire NHS Trust is one of the largest teaching Trusts in the UK, rated as good by the Care Quality Commission. The Trust is recognised as a Pathway to Excellence® designated organisation and is committed to providing world‑class patient care, building an inclusive and diverse workplace, and minimising environmental impact through its Green Plan.