2nd Line Support
Job summary
Act as the escalation point for complex IT incidents and service requests, delivering advanced troubleshooting and root cause analysis. Provide both remote and on-site technical support for desktops, laptops, Microsoft 365 applications, and associated technologies. Maintain and optimise the desktop and laptop estate to ensure performance, reliability, and security. Install, configure, upgrade, and support hardware, operating systems, software, and peripheral devices. Manage and maintain accurate IT asset records and inventory information to support compliance and audit requirements. Work collaboratively with internal teams, third-line support providers, and external suppliers to resolve technical issues efficiently. Identify opportunities to improve IT processes, service delivery, and knowledge sharing across the support function. Support major incidents and contribute to the successful transition of new or updated services into the live environment. Travel to sites across the UK as required to provide hands-on technical support and project assistance.
Main duties of the job
As a 2nd Line IT Support Analyst, you will play a key role in delivering reliable, responsive, and high-quality IT support across the organisation. Acting as the primary escalation point for complex technical issues, you will take ownership of incidents and service requests through to resolution, ensuring excellent service delivery and minimal disruption to colleagues. You will provide advanced support across hardware, software, Microsoft 365 services, and end-user devices, while contributing to continuous service improvement, IT security, and the stability of the wider technology environment.
About us
Connect Health and Healthshare have come together as one organisation - Cora Health - combining our decades of experience in providing healthcare services on behalf of the NHS
Job description
Job responsibilities
At Cora we're passionate about investing in our colleagues, fostering professional growth, and ensuring everyone feels appreciated. We believe that happy and engaged colleagues provide exceptional patient care and will be motivated to perform at their best.
Person Specification
Qualifications
- CompTIA Network+, CompTIA Security+, Microsoft Azure Fundamentals (AZ-900)
Experience
- Advanced knowledge of Microsoft 365, Microsoft 365 Fundamentals (MS-900) Microsoft 365 Endpoint Administrator (MD-102)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website.
Employer details
Employer name
Cora Health Group Limited
Address
Quorum Park
Newcastle upon Tyne
Tyne and Wear
NE12 8EU
United Kingdom
Employer's website
http://www.corahealth.co.uk/