The information, compliance and technology teams play a key role in delivering our overall mission and strategy. The team works alongside analysts, data scientists, researchers, innovators, and other specialists by providing the necessary tools that enable us to promote research, influence policy, develop innovative solutions and improve healthcare delivery. The team support and provide the systems and infrastructure while protecting the foundation’s reputation for high quality, independent, insight and analysis. As we grow and mature from a small into a mid-size organisation and our people adopt new ways of working with hybrid working and an ever-changing landscape of cloud tools our people will lean on the team for guidance and support with a greater focus on operational effectiveness and efficiency.

We support approximately 230+ people working in a hybrid working environment with an office in Central London. Our people have a high degree of flexibility around when and where they work, based on high trust. We have a comprehensive programme of internal development, investing in our people, how we work, the tools we use and the spaces we work in.

We issue Windows laptops as end user devices using various applications within M365 for communication and collaboration, including Outlook, Teams, and SharePoint. The office features extensive audio-visual equipment for use. Behind the scenes the network environment includes both on-premise and cloud-based solutions, with servers hosted on Azure and a secure data environment hosted on AWS, a comprehensive security solution, including Cisco Firepower and ISE devices providing advanced threat detection and protection for the entire network, as well as policy-based access control for device access.

The IT Services and Infrastructure Team is a vital department within an organisation that manages and supports the technology infrastructure of the organisation, including the secure environment for data science research. The team is responsible for ensuring that all technology systems, including hardware, software, and network infrastructure, are well-maintained, secure, and operating efficiently to support the organisation's mission and goals. The team's primary focus is to support the organisation's mission by providing the necessary technology and services to enable efficient and effective business operations.

The Service Desk, which is part of the IT Services and Infrastructure Team, provides end-user support to staff. The Service Desk manages and responds to requests for technical support and troubleshoots issues to resolve them quickly and efficiently. They also manage the organisation's IT procurement and asset management processes, ensuring that the organisation has the necessary hardware and software resources to meet its business requirements.

The role of IT Support Analyst is to provide technical support and guidance to Foundation staff, and to maintain the Organization's IT Service Desk system. The postholder will be highly skilled, customer-focused and support our IT and AV infrastructure in a hybrid working environment. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to delivering outstanding customer service.

Key responsibilities and outcomes.

• Provide exceptional technical support to end-users maintaining a high level of satisfaction throughout the customer journey. Troubleshoot and ensure timely resolution of technical issues related to operating systems, applications, and hardware while communicating effectively with end-users, IT team members, and stakeholders.
• Improve staff productivity by enabling our people to self-serve, from finding content more efficiently to resolving their own issues. Implement and improve existing knowledge management systems, provide staff with training on how to use these resources effectively, and establish clear guidelines and protocols around accessing and utilising this information.
• Manage user accounts, including creating, modifying, and deleting them as part of the starter/leaver process. Manage Active Directory, to store and manage user account information, enforce password policies, set user permissions and roles, and manage user groups.
• Responsible for managing end-user devices in the organisation, including building, and configuring PCs, laptops, and mobile devices. This includes imaging devices, installing software, configuring settings, and ensuring they are set up in compliance with the organisation's policies and standards.
• Manage stocks of equipment, consumables, and other supplies. Make small purchases as needed to support the organisation's technology needs.
• Support the organisation's hybrid working environment, ensuring seamless technology support for both remote and on-site workers. Maintain office technology, including desk setups, meeting rooms, multi-function printers, and audio-visual equipment. Provide audio-visual support and guidance for meeting and event spaces as needed.
• Support the Foundation's cloud infrastructure, including Microsoft 365. AWS EC2 instances, web filtering systems, cloud storage and backup solutions, and other cloud-based applications.
• Ensure the inventory of all hardware and software assets, including servers, desktops, laptops, printers, and software licenses are kept up to date.
• Conduct daily checks and manage the service desk to ensure timely and effective support. Ensure backup routines are successful and that any issues are always escalated to the service provider.
• Escalate relevant issues to either internal 3rd line support staff or 3rd parties as required and work with 3rd parties to provide solutions to reported issues.
• Contribute to project work as part of the foundation's overall IT strategy as directed by the IT Systems Manager.
• Perform other duties to help support the rest of department, as is reasonably required.

Person specification:

Essential Skills:

• Demonstrates a commitment to diversity and inclusion by creating an inclusive environment where everyone feels welcome and valued.
• Exhibits a customer-centric approach to work, seeking to understand and meet the needs of customers and users in all aspects of their work.
• Takes initiative to identify and address areas for improvement, and proactively seeks out opportunities to make a positive impact.
• Demonstrates a strong desire to learn and grow, seeking out new knowledge, skills, and experiences to develop professionally and personally.
• Strong technical background, with a proven track record of successfully delivering technical support to users of Windows and AWS workspaces, and a deep understanding of TCP/IP, DNS, DHCP, and network security technologies such as firewalls, intrusion detection systems, and VPNs.
• Evidence of experience with virtualisation technologies such as VMware or Hyper-V, with a proven track record of successfully delivering support related to these technologies.
• Familiarity with cloud-based systems, such as web filtering systems, cloud storage solutions, and cloud-based applications, with evidence of successfully delivering support to users of these systems.
• Strong customer-service orientation, with evidence of successfully delivering high-quality customer service and support, and a focus on delivering positive outcomes for users.
• Evidence of the ability to work non-standard hours, including evenings and weekends, as needed to support the organisation.
• Ability to work independently and as part of a team, with a positive attitude and a willingness to help others.

Desirable Skills:

• Ability to prioritise tasks and work under pressure in a fast-paced environment, with evidence of effectively managing multiple competing priorities and delivering high-quality results.
• Proven ability to communicate effectively and build strong working relationships with a wide range of stakeholders to deliver successful outcomes.
• MCP certification or equivalent, with evidence of successfully applying this knowledge in a help desk or technical support context.
• Knowledge of scripting languages such as PowerShell or Python, with a proven track record of successfully using these languages to automate and streamline technical support processes.
• Experience with backup and recovery solutions, with evidence of successfully implementing and maintaining these solutions.
• ITIL certification or equivalent experience, with evidence of successfully implementing and maintaining ITIL processes in a help desk or technical support context.
• Experience with Azure or other cloud-based services, with evidence of successfully delivering support to users of these services.
• Demonstrated passion for working in the health sector and making a positive impact in society.

Hours per week:

Full time team members work 37.5 hours per week. This role is part of a service desk rota with shifts scheduled between 8am-6pm. This role will be required to work in the office for approximately three days per week.

Wider contribution

As with other staff at the Foundation, the postholder will be expected to contribute activities and initiatives, such as staff meetings, cross-Foundation leadership and development programmes and other corporate projects as necessary. The postholder will similarly be expected to play a role in supporting and helping to develop the Service Desk to enable it to improve its effectiveness.

The post holder will at all times aim to embed our key behaviours – Working together, Achieving impact, Discovering and learning – in all aspects of their day to day delivery in the role.

We are committed to promoting equality, diversity, and inclusion in our recruitment process and welcome applications from candidates of all backgrounds. We particularly encourage applications from underrepresented groups in this field. We are also committed to making reasonable adjustments to ensure that candidates with accessibility requirements are able to participate fully in our recruitment process.

Candidates should have the right to work in the UK at the time of appointment.