Technical Service Analyst

At CQC our colleagues are all working towards our core purpose and are motivated by the knowledge that what we do makes a difference to so many people. CQC helps ensure the people in our communities receive safe, effective, compassionate, high-quality care and we work with service providers to achieve this.
Technology is key to the delivery of CQC’s core purpose. Our Technology team does what matters most by providing high quality, customer centric technology solutions and services to CQC colleagues, providers and the public through the use of modern, agile and innovative technology.
Technology makes a difference; it speeds processes up, enables more efficient communication and ways of working, enables colleagues to make decisions which translate into better regulation of services. By taking your next career step with us you will become part of a team that designs, builds and maintains the organisations digital infrastructure all while giving you the opportunity to build an enviable career in an organisation that values equity, diversity and inclusion, learning and development and supports colleagues to be the best they can be.
We are looking for people who are caring, demonstrate integrity and work well as part of a team to join with us and share in our Technology journey. If you would like to help us make a positive impact to health and social care within England, then read on., This is a promising opportunity for a Technical Support Analyst to join our developing Technology Team.
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 as appropriate, in order to meet the needs of CQC for availability, performance and control
+ Support the development of the overall Digital strategy, by ensuring good levels of IT service are maintained
+ Accepts, manages and resolves Incidents assigned to them within the agreed service levels
+ Provide on-site Tech Bar and Accessibility Hub support to CQC staff.
+ Handles requests for equipment and software in line with the approved policies ensuring authorised requests are dealt with within agreed service levels.
+ Logs, communicates, dispatches and analyses all calls, reported incidents, service requests and information demands.
+ Ensure monitoring and escalation procedures based on agreed service levels are effectively operated to ensure that incidents are appropriately escalated to second and third level support according to CQC’s priorities.
+ Ensure accurate recording of common problems, known errors and work arounds in order to share knowledge to improve customer service, as well as provide the development teams with the information required to solve these problems.
+ Subject matter expert in end user technologies, including smart phones, enterprise MFDs, wireless technologies.
+ Provide instruction and guidance to CQC staff on the use of equipment and software.
+ Maintenance of ICT records including the IT Asset Register.
+ Contribute to the production of required hardware and software audits.
+ Assisting with documentation creation and maintenance for processes and procedures.
+ 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.

You will be experienced at working within an IT support capacity and used to working in a fast paced, fast evolving workspace.
Great customer service within our Tech Bars and Accessibility Hubs.
You will have experience of providing training and guidance to end users on the use of equipment and applications, as well as managing information related risks.
An ITIL Foundation Certificate in Service Management is desirable, project Management experience or qualifications are beneficial but not essential.

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.