Job vacancy: Support Analyst, Torbay and South Devon NHS Foundation Trust, Torquay

Job summary

Main area: Information services
Grade: NHS AfC: Band 3
Contract: 9 months (Fixed Term)
Hours: Full time - 37.5 hours per week
Job ref: 388-7227820-A&C

Employer: Torbay and South Devon NHS Foundation Trust
Employer type: NHS
Site: Regents House
Town: Torquay
Salary: £24,071 - £25,674 per annumm
Salary period: Yearly
Closing: 20/06/2025 23:59

Support Analyst

NHS AfC: Band 3

Detailed job description and main responsibilities

· Working closely with members of the PARIS team, utilising clear communication channels and discussion environments to produce our deliverables.
· Communicating with end users of systems managed within the PARIS team, assessing the issue and their needs to then action accordingly.
· Escalating to colleagues as and when required e.g. complex support requirements.
· Liaising with colleagues to ensure workflows are completed, cross covering where required i.e. absence resulting from annual leave, sickness etc.
· Participate in Team, Directorate and Departmental meetings with staff from various groups/areas.
· Monitoring the team Service Desk and shared mailboxes to ensure business continuity and provide support to users.
· Triaging support calls, allocating 2^nd line fixes and tracking to completion
· Ensuring integrity of system user databases, keeping up to date with the registering of new users and removal of leavers.
· Helping to maintain current and potential future systems and projects within the PARIS Team, performing daily tasks to ensure data quality, stability, and business continuity.
· Assisting with ad-hoc tasks or new processes that may be introduced as a result of change and development of the department.
Able to work with the end user to identify and articulate the issue. Follow instructions/standard operating procedures to resolve simple issues.

Person specification

Communication & Relationship Skills

Essential criteria

Good verbal and writing skills for effective communication.
Good interpersonal and team working skills

Knowledge, Training and Experience

Essential criteria

Minimum NVQ2 in Administration or equivalent GCSE or equivalent grade C in Maths and English.
Good level of computer literacy and competence.
Confident with use of Microsoft Office software.
Experience with a previous administrational role.

Desirable criteria

NVQ3 or equivalent.
Knowledge of health service systems and processes.

Analytical & Judgemental Skills

Essential criteria

Ability to adapt to new working practices.
Excellent organisation and time management skills.

Desirable criteria

Experience in an administrational role within a health service setting.

Planning & Organisational Skills

Essential criteria

Prioritisation and time management for effective utilisation team capacity.
Ability to work on own initiative with little or no supervision
High adaptiveness to change e.g. when project tasks are re-prioritized, or other redirection of attention is required.

Physical skills

Essential criteria

Ability to Input large quantities of complex data/information into databases/systems and manipulate for analytics or reporting.

Physical effort

Essential criteria

Standard keyboard and mouse skills
Frequent requirement for sitting / inputting at keyboard for substantial amount of time during the working day
Light to moderate: includes moving light equipment, e.g. laptops and projectors etc. for presentations and to carry out tasks as appropriate
Requirement to travel to other locations for meetings and provide support for users
Ability to work flexibly, outside of normal working hours as required

Mental Effort

Essential criteria

High level of concentration dealing with the demands of the service and support required.
Maintaining high levels of attention to detail for prolonged periods.

Emotional effort

Essential criteria

Potential exposure to stressful situations e.g. crisis management during system outage.
Providing support for emotional staff on the phone e.g. frustration at technical issues.

You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.

If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.

IMPORTANT INFORMATION

We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.
Please read the job description carefully and tailor your application to reflect the requirements of the role.
Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
It is your responsibility to ensure the timely receipt of appropriate references.

The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.