End User Compute Technical Analyst

at  NHS Business Services Authority

In this role, you are accountable for: Planning work of own and other team members to achieve agreed objectives, prioritising multiple and sometimes conflicting deliverables, escalating as appropriate, any issues which may impact deadlines. To diagnose and resolve software and hardware incidents across a range of ICT and software applications and to escalate these more senior members of the team or the appropriate resolver group as required. To assist all our users with any logged ICT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved).
Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams. To accurately record, update and document requests using the IT service desk system. To install and configure new ICT equipment. To manage access to applications and technology systems through effective access management (User Account Management).
To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes. Building and maintain a number of productive working relationships across the organisation. Analysing, interpreting and reporting information and knowledge of technical subjects and concepts to influence decisions.
Using incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner. Maintaining an awareness of your own development needs, actively seeking development opportunities to enhance your ownskills and knowledge, generating creative and innovative ideas. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences. Support other team members learning and coaching where required.
Financial Management Maintain an awareness of financial and personal implications in the use of a range of resources. Relationship Management Engaging in partnership working with other individuals, groups and agencies. Information Management Maintain an awareness of agreed service levels, KPI’s and standards within team, reviewing own performance and adapt own approach to maximise the delivery to support and meet agreed standards. Staff Train, mentor and coach other team members, and apprentices to enable the on-going personal development and growth of skills within the team.
Co-ordinates work to other junior team members in line with agreed delivery of services #LI-Hybri

Please refer the Job description for details