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Job summary

Main area
2nd line Support
Band 6
12 months (12 month fixed term)
Full time - 37.5 hours per week (37.5 Hours per week)
Job ref
NELFT NHS Foundation Trust
Employer type
£32,306 - £39,027 per annum plus HCAS
Salary period
06/07/2022 23:59
Interview date

Employer heading

NELFT NHS Foundation Trust logo

COVID-19 Vacancy 2nd Line Support Analyst (12 Months FTC)

Band 6

Do you want to be part of an innovative organisation that is committed to delivering the best care by the best people? We are looking to appoint people who are as passionate about high quality care as we are.

Here at NELFT, embracing a Just and Compassionate Culture is our commitment to our colleagues and to our patients that we will support and promote a culture based on fairness, respect, honesty, and trust, ensuring that we have consistent leadership behaviours and styles across the Trust. Our vision is to create an engaging place to work in partnership, where we value diverse perspectives and work in an environment in which you feel valued, supported, understood, and developed. Our professional relationships are built on a foundation of mutual respect, trust and honesty. We are committed to welcoming and making everyone feel valued here at NELFT.

We embrace continuous learning to improve patient outcomes and we provide outstanding professional development opportunities for our workforce. If you want to grow and progress your career with an organisation that values it’s people, take the first step on an exciting career journey and join us today.

Job overview

Previous applicants - no need to re-apply

Currently there is an exciting opportunity within the NELFT Healthcare Informatics Team as a 2nd Line Support Analyst on a 12 months Fixed Term Contract (or secondment for Internal applicants). The Post is located in CEME Centre - Havering. This role may require the post holder to travel to  KENT when required.

Main duties of the job

The post holder will achieve this by providing second level technical support for all ICT incidents reported by NELFT staff to the ICT Service Desk. The level of support provided to the ICT user base will ensure that maximum uptime of localised ICT systems is maintained, which will enable NELFT staff to make the best use of ICT systems during their daily work.

The post holder will provide on-site as well as telephone support to users, in addition to assisting face-to-face walk-in clients, as and when required, consistently delivering a “client-focused” service which promotes excellent customer service and effective working relationships.

Working for our organisation

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment.  As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham Essex

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

High Cost Area Supplement - London

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £3,722 to a maximum of £4,743).

Detailed job description and main responsibilities

Key Responsibilities

• Provide effective 2nd line end-user telephone, email, on site, and self-service support for ICT systems; including, but not limited to, Microsoft Windows operating systems, Microsoft Office Suites, off-the-shelf & bespoke applications, remote connectivity/VPN platforms and local/network printer support.

• Resolve EPR functional issues.

• Provide 1st line support as required. (including Triage Service)

• Comprehensive logging of tickets and timely resolution of 1st and 2nd line issues.

• Support end-users remotely, using available remote desktop software.

• Provide relevant advice to staff on EPR related queries; e.g. subject access requests, sharing of information, legitimate relationships, consent to share, Registration Authority.

• Maintain and oversee installation, configuration, maintenance and troubleshooting of end user workstations, hardware, software and peripheral devices, as well as manage tickets logged at the support desk, ensuring timely resolution in accordance with the agreed SLA's.

• Provide day-to-day support of networks, servers and other infrastructure including Active Directory, Microsoft Exchange, Cisco phone system, etc.

• Engage proactively with all clients in order to prevent reoccurring errors.

• Take ownership of incidents, service requests and problem management where necessary.

• Work as part of a team, take part in departmental discussions and developments and actively promote knowledge sharing amongst all levels of technical support staff.

• Create and update technical documentation in line with departmental guidelines.

• Be aware of and abide by Trust policies across the whole business.

• Maintain a professional demeanour and deliver “client-focused” support in line with the trust values.

• Work alongside various teams within the Informatics department, keeping team members up-to-date as and when required.

• Perform Active Directory administrative tasks, printer / print server management, mailbox & user account creation etc.

• Remain up-to-date with the latest platforms and technologies in order to support new/ emerging technologies which NELFT may implement in the future.

• Provide out-of-hours support & on-site support as required.

• Perform machine builds and hardware/software installation in line with department asset management practices.



Person specification

Communication and relationships

Essential criteria
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills; communicates effectively at all levels with a variety of internal and external individuals, including clinicians.
  • Good presentational skills; conveys complex concepts to colleagues and non-technical audiences in clear, concise language
  • Significant experience of working in an IT customer support environment, and providing a high level of customer service
  • Works well within a team


Essential criteria
  • Educated to degree level in IT-related subject or equivalent qualifications/ experience
  • Excellent IT skills, especially Microsoft Office, Outlook, Word, Excel and PowerPoint
  • Significant experience of providing 2nd line technical support.
  • Significant experience of administering modern Microsoft operating systems.
  • Significant experience of administering Microsoft Active Directory.
  • Knowledge of ticket logging systems and exposure to incident and problem management
  • Significant experience troubleshooting desktop hardware including computers & printers
Desirable criteria
  • ITIL Foundation Certificate or higher
  • CompTIA A+ Certification or higher / equivalent
  • MCITP Microsoft Certification or higher / equivalent
  • Cisco CCNA Certification or higher / equivalent


Essential criteria
  • Problem solving skills and ability to respond to sudden unexpected demands
  • Ability to analyse complex facts and situations and develop a range of options
  • Strong & methodical approach to troubleshooting technical issues

Planning and organising

Essential criteria
  • Adaptability, flexibility and ability to cope with uncertainty and change

Physical Skills

Essential criteria
  • Advanced keyboard use; high accuracy levels. Experience of inputting and manipulating data, experience of managing information into computer databases.
  • Valid UK driving licence (clean)

Service Development

Essential criteria
  • Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions.
  • Demonstrates a strong desire to improve performance and make a difference by focusing on goals

Reserach and development

Essential criteria
  • Implements IM&T policies for own area, proposing changes to IM&T user working practices and procedures e.g. when planning for new projects, changes in documentation for hardware support and application support.
  • Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions
  • Demonstrates a strong desire to improve performance and make a difference by focusing on goals

Employer certification / accreditation badges

Happy to Talk Flexible WorkingEmployers for CarersApprenticeships logoMindful employer.  Being positive about mental health.Age positiveDisability confident employerDefence Employer Recognition Scheme (ERS) - GoldTop Employers for Working Families 2021Employers Network for Equality & Inclusion

Documents to download

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Further details / informal visits contact

Ali Naqavi
Job title
2nd Line Manager
Email address
Telephone number
Additional information

Ali Naqavi (

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