1st Line Application Support Analyst
Job overview
Previous applicants are not required to apply
Interview will be held on 30th Jan 2025
Can you make a difference? Do you enjoy helping people solve problems?
If you’re a motivated individual with a ‘can do’ attitude, strong attention to detail, the ability to work under pressure in a fast-paced support environment, a passion for learning and possess excellent communication and customer service skills – then we just might have the perfect opportunity for you.
We believe technology and innovation will drive the way care is delivered in our community, and we are committed to using technology to engage with patients.
We’re looking for someone to join the first line team within our clinical application support service. Based at our Bath Road office in Reading, the application support desk operates from 08:00 – 17:00 Monday to Friday, you will work a shift pattern to cover this period.
This is a great opportunity for a junior IT analyst or administrator to gain experience and grow within a forward-thinking organisation.
You will be office based in this role throughout your induction training period (16-20 weeks). Upon completion of induction and once competent in the role you will join the team rota which then allows some hybrid working, this will generally require you to be in the office at least two days per week.
Main duties of the job- Working harmoniously, effectively and efficiently within a team and as part of a wider service delivery function.
- Taking and resolving calls from users with clinical application issues.
- Providing a smartcard registration and support service.
- Providing support to customers via telephone, email, MS Teams and in person.
- Ensuring all issues are logged on the support desk system with detailed and accurate information.
- Escalating complex issues to the System Admin team.
Working for our organisation
Berkshire Healthcare NHS Foundation Trust is a specialist mental health and community health services trust. Rated ‘outstanding’ by the CQC, we’re committed to providing the best possible care to people across Berkshire. As an employer, we’re committed to offering an inclusive and compassionate environment where our people share in a sense of belonging and are supported to flourish.
Our values at Berkshire Healthcare are:
- Caring for and about you is our top priority
- Committed to providing good quality, safe services
- Working Together with you to develop innovative solutions
Your wellbeing is important to us. Some of the benefits of working for us include:
- Flexible working options to support work-life balance
- 27 days’ annual leave rising with service + opportunity to buy and sell
- Generous NHS pension scheme
- Excellent learning and career development opportunities
- ‘Cycle to Work’ and car leasing scheme including electric vehicles
- Access to a range of wellbeing tools and services
- Discounts at hundreds of popular retailers and restaurants
- Staff networks for race, diversity, disabilities, the environment and armed forces community to support equality
- Generous maternity, paternity, adoption and special leave
- Free parking across Trust sites
Detailed job description and main responsibilities
The “must haves” for this role:
- At least 1 year’s experience in an IT/Application Support or Technical Customer Service role.
- Excellent communication skills. Able to convey technical issues to a non-technical audience.
- Ability to work under pressure and to deadlines and deliver objectives.
- Ability to work effectively as part of a team and on your own to achieve service KPIs.
For further information about the role, please see attached job description and person specification.
We strongly encourage you to review how you meet the criteria in the person specification and write about this point-by-point in your supporting statement for the best chance of being shortlisted.
We’re committed to equal opportunities and welcome applications from all sections of the community. Our commitment to inclusion is reflected in our accreditations: Race Equality Matters Silver Trailblazer, Neurodiversity in Business Corporate Member, Disability Confident Leader, Carer Confident Level 2, and the Armed Forces Covenant Gold Award.Reasonable adjustments will be provided to candidates as needed.
We welcome a conversation about any questions you may have. Please don’t hesitate to call: David Rowe on 0776 876 3270 or email: [email protected] who’ll be delighted to help.
Please note, if we receive a high number of applications, we may close this role earlier than the advertised closing date, so please submit your application as soon as possible.
Please note: Due to the salary requirements for visa applications, we are NOT able to provide sponsorship for this role.
Person specification
Education/Qualifications/Training
Essential criteria- Microsoft Certified or European Computer Driving Licence Qualified or equivalent demonstrable level of knowledge.
- Good Standard of Education. NVQ3 or equivalent experience.
Continuous Professional Development
Desirable criteria- Experience in writing Training Guides
- Formal training in NHS Registration Authority – or equivalent experience
- Evidence of continuous personal and professional development
Previous Experience
Essential criteria- At least one years’ experience of working in an IT support environment or technical customer service environment
- Experience of providing diverse services to multiple customers
- At least one years’ experience providing technical support in an Application Systems environment.
- Professional IT experience in the design, development and implementation of software applications and relational databases.
- Project management experience
Knowledge, Skills & Abilities
Essential criteria- Excellent communication skills. Able to communicate effectively with users about information and data quality issues in a non-technical manner.
- Outstanding organisational skills.
- Ability to work under pressure and to deadlines and deliver objectives.
- Experience in the use of MS Office Applications
- Ability to respond to customer queries/concerns effectively.
- Self-motivated and corporate team player.
- Ability to prioritise and work on own initiative
- Flexible and adaptable.
- Logical and methodical approach to working.
- Creative problem-solving abilities.
- A clear understanding of, and knowledge about, information and information technology requirements as applicable to a large multi-site organisation.
- Confidence, enthusiasm and commitment to finding new ways of working.
- Awareness of current legislation relating to data protection
Additional Requirements
Essential criteria- Able to travel to any trust site as required by the service using private or public means.
- Full Driving Licence – Car Driver/Car Owner
These are the values that we live by at Berkshire Healthcare:
- Caring for and about you is our top priority
- Committed to providing good quality, safe services
- working Together with you to develop innovative solutions
We welcome people who share these values to come and work for us.
Please find attached the behaviour framework that underpins these values for this job role.
At Berkshire Healthcare, we foster an inclusive workplace where everyone belongs.
Watch our careers video to learn more.
We welcome talent from all backgrounds and offer guaranteed interviews to disabled applicants and armed forces community members who meet the minimum criteria.
Please note we may close positions before the advertised date.
If you need help with your application, please contact us on [email protected]
Once you have applied, please check your email regularly for updates. All appointments are subject to NHS Employment Checks, and false information may result in withdrawal of offers. For information on how we store your information, please review our privacy statement.
No agencies, please.