Technical Service Analyst - Infrastructure

Job Summary

This role is NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn.

In This Role You Will

• Provide IT service analysis and support, ensuring appropriate levels of IT service delivery are maintained on an ongoing basis across CQC.
• Ensures issues are escalated in order to meet the needs of CQC for availability, performance and control.
• Have a reasonable understanding of LAN, WAN and Print technologies, its terminology and experience providing technical support within these areas.
• Have familiarity with enterprise applications such as Microsoft Azure, Teams, OneDrive, Office365 and ITSM tools like ServiceNow.
• Support the development of the overall digital strategy, by ensuring good levels of IT service are maintained.
• Accepts, manages and resolves Incidents assigned within agreed service levels.
• Undertake audits for starters & leavers and the issuing of softphone licenses.
• Monitor LAN/WAN systems and provide service responses.
• Provide equipment and software support for authorised requests.
• Log, communicate and respond to reported incidents, service requests and information demands.
• Ensure that monitoring and escalation procedures are carried out, based on agreed service levels and are escalated according to priority levels.
• Ensure accurate recording of problems, known errors and workarounds in order to share knowledge and improve customer service, as well as provide the development teams with the information required to solve these problems.
• Be a confident bastion for provisioned services, such as MFD Printing, domain licensing and WAN/LAN internet services.
• Provide some instruction and guidance to CQC staff on the use of equipment for the managed services we provide.
• Maintain ITSM records, Asset Registers and SharePoint articles.
• Contribute to the production of hardware and software audits.
• Assist with new documentation creation such as guides and process literature to support provisioned services.
• Have the appropriate knowledge, skills and experience to actively promote diversity and equality of opportunity, treat everyone with dignity and respect and avoid discrimination and act in accordance with CQC Values & Behaviours.
• All duties commensurate with your role and responsibilities.
  
  

We’re offering a unique and highly rewarding opportunity to enhance your experience and professional portfolio in a leading regulatory body, where your knowledge and dedication will ultimately help to improve the health outcomes of millions of people across the UK.

Job Description

You will be experienced working within an IT support role, ideally from a service provider capacity and used to working in a collaborative role within evolving technical workspaces.

You will have a reasonable understanding of LAN, WAN and Print technologies, its terminology and experience providing technical support within these areas.

Have familiarity with enterprise applications such as Microsoft Azure, Teams, Office365 and ServiceNow.

Have IT experience responding to business systems monitoring alerts and managing information related risks.

An ITIL Foundation Certificate is desirable, as well as an understanding of Active Directory, Project and Change Management.

Person specification

Please refer to the job description for a full list of essential skills and experience.

Benefits

Your health and wellbeing are important to us and we recognise the importance of a meaningful work-life balance and will support you to find that harmony. We can support you through our benefits scheme which includes;

• 27 days’ annual leave, rising with service to 32.5 days, plus 8 Bank Holidays 
• NHS pension scheme, with around a 14% employer contribution 
• Free employee assistance service 24 hours a day 
• Discounts to supermarkets, high street stores, electronics and fleet cars 
• Discounted gym vouchers 
• Cycle to work scheme 
• Internal reward scheme where you could earn yourself a voucher or two!  Equipment for homeworking 
  
  

We want to make working for CQC a great experience for everyone, and to role model a diverse and representative culture. To support an inclusive environment where colleagues feel empowered to bring their whole self to work, we support a variety of staff networks, including the Race Equality Network, LGBT Equality Network, Carers Equality Network, Disability Equality Network and Gender Equality network. 

We want to support you to succeed and be your very best with opportunities for training and development; along with the support of experienced managers and mentors. 

Things you need to know

Selection process details

https://cqc.csod.com/ux/ats/careersite/2/home/requisition/2428?c=cqc

Feedback will only be provided if you attend an interview or assessment.