Location: Cora Health, The Lightbox, Quorum Park, Benton Lane, Newcastle-upon-Tyne, NE12 8EU
Contract Type: Permanent
Salary: up to £27k
Connect Health and Healthshare have come together as one organisation - Cora Health - combining our decades of experience in providing healthcare services on behalf of the NHS
Job Purpose
We’re looking for a proactive and customer-focused IT Service Support Analyst to join our IM&T team. In this role, you’ll be the first point of contact for colleagues requiring IT support, ensuring incidents and service requests are resolved quickly and effectively. You’ll play a key role in maintaining the organisation’s IT services, supporting users with hardware, software and account management, while helping to deliver a reliable, secure and high-performing IT environment that supports both day-to-day operations and future business growth.
What you’ll be doing
-
Act as the first point of contact for all IT incidents and service requests, delivering excellent customer service.
- Log, categorise and prioritise support requests, resolving issues at first point of contact wherever possible.
- Escalate more complex incidents to the appropriate resolver teams, ensuring agreed service levels are met.
- Keep users regularly updated on the progress of their incidents and service requests.
- Install, configure and maintain desktops, laptops, hardware, peripherals and software.
- Manage user accounts, including joiners, movers and leavers, ensuring requests are completed within agreed timescales.
- Support and continuously improve the organisation’s desktop and laptop estate to ensure reliability and performance.
- Communicate planned IT changes, outages and service updates to users, while contributing ideas to improve IT service delivery.
What We’re Looking For
-
Previous experience working within an IT Service Desk or 1st Line IT Support environment.
- Strong knowledge of Microsoft Windows operating systems, Microsoft Office, Active Directory and Microsoft 365.
- A genuine passion for technology with the ability to quickly learn new systems and adapt to changing technologies.
- Excellent communication and customer service skills with the ability to build positive relationships across the business.
- Strong problem-solving skills with a proactive approach to resolving technical issues.
- Experience with Desktop Support, Microsoft Azure, Microsoft Intune or ITIL principles would be advantageous, as would relevant Microsoft or ITIL certifications.
Why work for Cora Health?
At Cora we’re passionate about investing in our colleagues, fostering professional growth, and ensuring everyone feels appreciated. We believe that happy and engaged colleagues provide exceptional patient care and will be motivated to perform at their best. Here's a glimpse of what we offer you:
Generous Holiday Entitlement: Benefit from up to 25 days of holiday (plus public holidays) to relax and recharge. You’ll also get another day off for your Birthday. If you’d like even more holiday to enjoy you can participate in our generous holiday buy and sell scheme.
Wellness Support: Access a suite of health support tools and an employee assistance program for your well-being so you can be at your best and be your true self.
Performance Awards: Excel in your objectives and be rewarded further for your hard work with a range of pay, gifts and incentives awarded alongside attending our annual colleague awards to be treated and feel special.
Savings and Support: Make huge saving by making the most of Blue Light and Healthcare Services discounts as well as the very important employer pension contributions and a Christmas savings club.
Membership Fee Reimbursement: Save your pennies, as we cover the cost of role required professional membership fees.
Flexibility: Work in a way that supports home live, through hybrid working options and flexibility in working hours and times.
