Service Support Analyst

Technology and Digital innovation has never been so important to the NHS. It is front and centre to the NHS Long Term Plan and the continued commitment to improving health outcomes for patients. The NHS England Transformation Directorate has a mandate to deliver a very broad and complex set of products and services to support the transformation of health and care.
The Live Services sub-directorate is responsible for delivering and running a wide range of national digital and data live services that are used by NHS and Social Care professionals and by citizens. We are responsible for ensuring that our digital and data services are delivered ensuring the highest levels of reliability, security, and usability.
Do you thrive in a fast-paced environment, helping others overcome technical challenges? Are you passionate about delivering great service?

Live Services are seeking a number of skilled and motivated Senior Service Support Analysts to join our teams.

In this role, you will:

• Provide exceptional support for a broad range of complex services


• Utilise your knowledge of the ITIL framework to monitor service performance and identify areas for improvement.


• Effectively log and manage incidents, following established procedures and escalating unresolved issues as needed.


• Offer clear and helpful guidance to users, fostering positive relationships and exceeding expectations.
  
  Some of the skills and experience we're looking for:


• A high level of computer literacy, with expertise in Microsoft Office products.


• Proven experience using IT Service Management applications or similar data capture systems.


• Excellent communication skills (written and verbal) with the ability to explain technical concepts clearly.


• Strong problem-solving skills and a methodical approach to troubleshooting.


• Ability to work under pressure and meet tight deadlines.


• The ability to work independently while also knowing when to escalate issues.


• A strong understanding of the importance of customer service and a dedication to exceeding user expectations.


• Desirable - ITIL Foundation V3 or V4, VeriSM Foundation or equivalent experience.


What's in it for you

• a role as part of a dynamic team using data and digital technology to transform health and care


• a range of opportunities to build your experience in an environment where your

work has a direct and positive impact

• a real commitment to your personal and professional development with access

to a broad range of learning opportunities

We are a great place to work. What we do matters.

NHS England leads the NHS in England to deliver high quality care for all. We support NHS organisations to deliver better outcomes for our patients and communities, work to get the best possible value for taxpayers, and drive improvement across the NHS. This includes improving the health of the population and the quality of care, tackling inequalities, and delivering care more efficiently.

Our outstanding teams are passionate about technology and public service, making use of everyone's skills to improve people's lives.

We collaborate to deliver world class tech and intelligence, so come and join us. We are committed to sustainability, diversity and inclusion; our people are at the heart of what we do.

To find out more about the type of work we do, please take a look at our website.
Why you should apply

We value the different experiences our people bring to their work. We're working to create an environment where everyone can make a full contribution no matter their background, identity, or circumstances. Which means, we encourage applications from people of all backgrounds and abilities.


• we're moving to a hybrid working approach which offers you an informal, flexible way of blending home and office working. Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.


• flexible working opportunities - we value and respect the diversity of our employees, and applications from prospective candidates who require flexible working arrangements are welcomed; these include part-time hours, job sharing, flexible hours and part-remote set ups


• 27 days annual leave increasing to 33 days with service


• a generous pension (with our contribution equal to 23.7% of your earnings)


• NHS Discounts including shops, restaurants, gym, mobile phones, and insurance


• employee benefit schemes including our Season Ticket Loan, Car Lease and Bike to Work schemes