Technical Support Analyst

University Hospitals Coventry & Warwickshire NHS Trust's ICT Department team has a fantastic opportunity for an individual who has aspirations to work as a Technical Support Analyst. This post is an exciting opportunity to learn new skills and become part of a growing team.

Working within a dynamic team of highly skilled individuals to provide exceptional levels of support to a variety of disciplines within a large and exciting Acute Hospital environment. Providing both hardware and software support for users of Information and Communications Technology (ICT) whilst maintaining excellent levels of customer service.

The successful applicant will work within the Second Line team in the ICT department.

Please be advised that the interviews for this post will take place the week commencing 29/12/2025.

A UK driving license is essential for this post. Please note that an international driving license is not accepted.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

We are looking to appoint an individual with who has excellent technical, interpersonal and communication skills and confident working as part of a large team and independently.

Standard hours of work will be 7.5 hours per day within the core office hours of 0730 to 1800 Monday to Friday, with 30 minutes for lunch, although flexibility will be required to ensure the needs of the service are met. The post holder will be based at University Hospital, Coventry.

Provide desktop support to a large corporate computer systems estate comprising over 10000 desktops and over 13000 users

Duties include providing end user hardware and software support by utilising ITIL framework incident, change and problem management.

Provide support in the operation of networked computer systems. Basic network troubleshooting skills are essential.

Prepare, test, and deploy equipment (including PCs, laptops, and mobile devices among others) according to best practices and user requirements.

Undertake installation and commissioning of ICT equipment in the users work area, including basic familiarisation of the equipment with the user.

Be conversant with the principles, configuration and use of the Trust's standard operating systems, such as Windows 11 and iOS.

Commission, deploy and support a range of mobile devices.

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence designated organisation – please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire )

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Department-wide

Provide remote and deskside support to users in our main site at University Hospital Coventry and Warwickshire.

Provide support to associated NHS staff in satellite sites around Coventry and Warwickshire (Including travelling as necessary).

Ensure ICT equipment conforms to the appropriate safety standards.

Undertake problem determination and resolution on ICT equipment (including connected Audio/Visual systems) and services, including hardware repairs on such equipment and liaise with ICT and appropriate third parties as necessary to rectify such faults.

Undertake first line network equipment and cabling fault finding including appropriate configuration work and patching.

Use the ServiceNow computer system to record and monitor the progress of all incidents, changes and requests to their resolution, including invoking escalation procedures where appropriate and keeping users informed of progress.

Use the ServiceNow computer system as the Trust's ICT asset management system, and to use the system for the production of management reports, as required.

Telecommunications

Provide support to voice and data corporate networked systems covering routine housekeeping/ maintenance duties using configuration management and change management processes.

Undertake acceptance testing, installation, commissioning, configuration and troubleshooting of data and voice communications equipment.

For further details of the role please see the attached job description.