2nd Line Support Analyst 12 Months FT

Currently there is an exciting opportunity within the NELFT Healthcare Informatics Team as a 2nd Line Support Analyst - 12 Months Fixed Term. The Post is located in CEME Centre - Havering. This role may require the post holder to travel to KENT when required.

The post holder will provide second level technical support for all ICT incidents reported by NELFT staff to the ICT Service Desk. The level of support provided to the ICT user base will ensure that maximum uptime of localised ICT systems is maintained, which will enable NELFT staff to make the best use of ICT systems during their daily work.

The post holder will provide on-site as well as telephone support to users, in addition to assisting face-to-face walk-in clients, as and when required, consistently delivering a “client-focused” service which promotes excellent customer service and effective working relationships.

Previous applicants - If you have previously applied, please do not re-apply

• Provide effective 2nd line end-user telephone, email, on site, and self-service support for ICT systems; including, but not limited to, Microsoft Windows operating systems, Microsoft Office Suites, off-the-shelf & bespoke applications, remote connectivity/VPN platforms and local/network printer support.
• Resolve EPR functional issues.
• Provide 1st line support as required. (including Triage Service)
• Comprehensive logging of tickets and timely resolution of 1st and 2nd line issues.
• Support end-users remotely, using available remote desktop software.
• Provide relevant advice to staff on EPR related queries; e.g. subject access requests, sharing of information, legitimate relationships, consent to share, Registration Authority.
• Maintain and oversee installation, configuration, maintenance and troubleshooting of end user workstations, hardware, software and peripheral devices, as well as manage tickets logged at the support desk, ensuring timely resolution in accordance with the agreed SLA's.
• Provide day-to-day support of networks, servers and other infrastructure including Active Directory, Microsoft Exchange, Cisco phone system, etc.
• Engage proactively with all clients in order to prevent reoccurring errors.
• Take ownership of incidents, service requests and problem management where necessary.
• Create and update technical documentation in line with departmental guidelines.

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focusing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

High Cost Area Supplement

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (minimum payment of £4,108 and a maximum payment of £5,177).

Please refer to the attached job description and person specification when completing your application