462 Help Desk Analyst jobs in the United Kingdom

BACKGROUND TO THE ROLE
An exciting new opportunity has arisen for for a bright, enthusiastic individual to join a 2nd Line Technical Support team based in Harrogate. Whilst a technical mind-set is required for the role, they are also very interested in people who have the desire to learn and want the opportunity to develop and progress their technical career.

KEY RESPONSIBILITIES
Key responsibilities in this are Technical Support, Supplier Management, Monitoring and Customer Communication.

Working as part of a team that operate within a 24 x 7 shift environment, the role will require you to work a continental shift pattern, providing high quality service to their customer base. Monitoring and managing faults through to resolution. Whilst they don’t expect you to be an expert in all these areas, an understanding and willingness to expand your technical knowledge in these areas is a must. Range of technologies including (but not limited to):

• Broadband technologies - ADSL / FTTC / FTTP / SOGEA
• LAN Networking – Cisco / Meraki
• Firewalls – Cisco / Fortinet / Meraki
• WAN Networking – Cisco / Huawei / OneAccess
• SD-Wan – Meraki / Fortinet
• WLAN Networking – Meraki / Aruba
• Cellular Networking – Digi / Teltonika
• Routing / BGP / MPLS
• VoIP SIP Telephony solutions – Broadworks
• VoIP SIP Telephony handsets/clients - Polycom / Cisco / Cisco WebEx / Teams
• VPN / Authentication 2FA solutions – Safenet / MobilePass / Fortinet Authenticator
• Device / Environmental monitoring platforms
• Data Centre environments

Adhering to contractual SLAs, you will work as part of a large team of technical engineers liaising with colleagues from all areas of the business to provide resolutions for customers.

The Technical Support Team are responsible for logging and resolving all customer phone calls and emails out of hours. During office hours this task will be under taken by the Service Desk.

The Technical Support Analyst will be required to keep the Customer aware of the status of the call as it progresses and contact the Customer to ensure they are happy for the call to be closed once it has been resolved.

TECHNICAL CERTIFICATIONS (DESIRABLE BUT NOT ESSENTIAL)
• Cisco CCNA
• SIP School SSCA
• ITIL Foundation (awareness essential)

HOURS OF WORK
Due to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours:
X 2 day shifts from 7.00am to 7.00pm
X 2 night shifts from 7.00pm to 7.00am

The above shift pattern would be followed by a 4 day rest period. Due to the nature of a support role, there may be occasions where cover would be required for holidays / sickness.

Band 6 (Equivalent) | £37,338 – £44,962 pro rata
Location: Norfolk and Norwich University Hospital (NNUH)
Contract: Temporary – 3 months initially (with potential to extend)
Hours: Full-time, 37.5 hours per week (Mon–Fri)
Employer: gap personnel (acting on behalf of the NHS)

An exciting opportunity has arisen for an experienced Technical Support Analyst to join the IT Technical Support Team at Norfolk and Norwich University Hospital (NNUH). This is a key role providing second and third-line support to end users, helping maintain critical infrastructure systems and ensuring the Trust’s IT services operate at optimum performance.

You will be expected to deliver high-quality support and contribute to a culture of excellence, aligned with NNUH’s PRIDE values – People Focused, Respect, Integrity, Dedication, and Excellence.

• Provide 2nd and 3rd line support for IT systems and services

• Manage and maintain Windows Server and Desktop environments

• Monitor system performance, backup procedures, and capacity planning

• Support Citrix, Oracle databases, and security configurations

• Lead or support infrastructure upgrades and installations

• Ensure compliance with IT policies, NHS security standards, and service level agreements

• Communicate effectively with clinical and non-clinical users

• Mentor junior team members and contribute to continuous service improvement

• Participate in on-call rota and project-based assignments as required

Essential Qualifications:

• Relevant IT degree or equivalent professional qualification

• MCP or MCSE (Windows Server 2003–2012)

• HND/HNC in a relevant discipline

Essential Experience:

• Supporting Microsoft Server environments, desktop systems, and networking technologies (LAN, TCP/IP)

• Managing SQL Server, Web Server products, and antivirus/security patching

• Experience with multi-user database systems (e.g. ICE)

• Technical documentation and training material preparation

• Familiarity with NHS IT systems and standards

Key Skills:

• Strong problem-solving and analytical abilities

• Ability to work independently or as part of a team

• Excellent communication and interpersonal skills

• Adaptable and proactive approach to evolving IT challenges

• Committed to upholding the values of the NHS and delivering high-quality IT support

To apply for this role, please send your CV to (url removed) or contact us directly on (phone number removed) for more information.

gap personnel group is committed to equality and fair recruitment, basing hiring decisions solely on suitability for the role.
We are acting as an employment business on behalf of the NHS for this vacancy.

Are you an experienced Software Support Analyst, looking for a new career move, in to a recently invested & growing UK software product company?

Do you possess outstanding customer support skills, with a problem-solving mindset & the ambition to progress in a scaling software company, into 3rd line, product management or even development further down the line?

If so & you have some experience in pro.

WHJS1_UKTJ

BACKGROUND TO THE ROLE
An exciting new opportunity has arisen for for a bright, enthusiastic individual to join a 2nd Line Technical Support team based in Harrogate. Whilst a technical mind-set is required for the role, they are also very interested in people who have the desire to learn and want the opportunity to develop and progress their technical career.

KEY RESPONSIBILITIES
Key responsib.

WHJS1_UKTJ

IT Technical Support Analyst

Norwich

3 Months +

UMBRELLA ONLY

Job Purpose:

• The post holder will work in the IT Technical Support Team, providing second and third line support to the Trust's users. They will be responsible for ensuring the optimum use of the Trust's IT systems including managing capacity, proactively monitoring error conditions and alerts and ensuring that all of the Trust policies and procedures relating to security and best practice are adhered to.
• To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's 'PRIDE' values of People focused, Respect, Integrity, Dedication and Excellence.

Overview of Essential Responsibilities:

• Provides advice and guidance on technical matters, supervise the other Technical Support Analysts
• Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own area of specialisation and making correct choices from alternatives
• Management of onsite backup and restoration procedures including creation, scheduling, maintaining, and issue resolution using the appropriate software tools and techniques. This also includes media management, rotation and archiving. Also the checking and escalation of scripted backup activities on the Oracle, and AIX systems
• Management and analysis of systems capacities and performance using agreed procedures and tools
• OS builds/rebuilds for Windows 7/10 and Windows 2003-16 Server; this includes specific applications, network and user configuration
• Configuration and implementation of Anti-Virus technologies for all servers/PCs within the Trust IT and related network and systems using agreed tools, procedures and software
• Provide third line technical support for the onsite helpdesk
• Onsite management of Citrix Service Farm
• Works with others, including user representatives, facilities managers and contractors, to plan, schedule and supervise all maintenance and installation work associated with the system. Ensures that procedures are followed, particularly those relating to safety, AV procedures and security
• Provides verbal and written technical reports to specialists on aspects of system status. Provides non-technical reports to users and managers
• Manages the response to enquiries by users, specialists and others, prioritising as necessary, and dealing with the full range of problems, only escalating those which need specialist or management attention
• Works with system architects, designers and contractors to plan and implement major configuration changes and upgrades. Conducts investigations on system performance and makes proposals for involvement. Provides advice and assistance to specialists and other system or service providers
• Ensures that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
• Provides advice and guidance to less experienced colleagues as required
• Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!