Technical Service Analyst

2 weeks ago

Newcastle upon Tyne, United Kingdom Care Quality Commission Full time
About the Role

We are seeking a highly skilled and experienced Technical Service Analyst to join our Technology Team at the Care Quality Commission. As a Technical Service Analyst, you will play a critical role in ensuring the delivery of high-quality IT services to our organization.

Key Responsibilities
  • Provide IT service analysis and support to ensure appropriate levels of IT service delivery are maintained on an ongoing basis across the organization.
  • Escalate issues as necessary to meet the needs of the organization for availability, performance, and control.
  • Support the development of the overall Digital strategy by ensuring good levels of IT service are maintained.
  • Accept, manage, and resolve incidents assigned to you within agreed service levels.
  • Provide on-site technical support to staff in our Tech Bars and Accessibility Hubs.
  • Handle requests for equipment and software in line with approved policies, ensuring authorized requests are dealt with within agreed service levels.
  • Log, communicate, dispatch, and analyze all calls, reported incidents, service requests, and information demands.
  • Ensure monitoring and escalation procedures based on agreed service levels are effectively operated to ensure that incidents are appropriately escalated to second and third-level support according to our priorities.
  • Ensure accurate recording of common problems, known errors, and workarounds in order to share knowledge to improve customer service, as well as provide the development teams with the information required to solve these problems.
  • Subject matter expert in end-user technologies, including smartphones, enterprise MFDs, and wireless technologies.
  • Provide instruction and guidance to staff on the use of equipment and software.
  • Maintenance of ICT records, including the IT Asset Register.
  • Contribute to the production of required hardware and software audits.
  • Assist with documentation creation and maintenance for processes and procedures.
What We Offer
  • A unique and highly rewarding opportunity to enhance your experience and professional portfolio in a leading regulatory body.
  • The chance to work in a fast-paced, fast-evolving workspace and contribute to the delivery of high-quality IT services.
  • A competitive benefits package, including 27 days annual leave, rising with service to 32.5 days, plus 8 Bank Holidays, and an NHS pension scheme with around a 14% employer contribution.
  • Support for your health and wellbeing, including a free employee assistance service and discounts to supermarkets, high street stores, electronics, and fleet cars.
  • Opportunities for training and development, along with the support of experienced managers and mentors.
What We Are Looking For
  • Experience working within an IT support capacity and used to working in a fast-paced, fast-evolving workspace.
  • Great customer service skills, particularly in our Tech Bars and Accessibility Hubs.
  • Experience of providing training and guidance to end-users on the use of equipment and applications, as well as managing information-related risks.
  • An ITIL Foundation Certificate in Service Management is desirable, project management experience or qualifications are beneficial but not essential.

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