• Supporting our clinical sites

  Providing remote and on-site support, including checking that systems and equipment are working correctly and ready for clinical operations.

• Managing incidents and service performance

  Working to agreed service levels, keeping accurate records, communicating progress and escalating complex or outstanding issues appropriately.

• Working with suppliers and specialist teams

  Liaising with external IT providers, internal infrastructure colleagues and other technical specialists to resolve issues and maintain reliable services.

• Keeping our systems organised and secure

  Maintaining accurate asset records, supporting backup monitoring and following information governance and security requirements to protect sensitive information.

• Improving How We Work

  Identifying recurring technical problems, recommending improvements and contributing to IT projects, new systems and technology implementations.

Who This Role Suits

We're looking for someone who is technically capable, but equally confident working with people. You might be excellent at diagnosing IT problems, but you'll also understand that delivering great support means listening, communicating clearly and taking ownership.

You'll Thrive As An IT Support Analyst If You

• Have experience working in an IT Service Desk or technical support environment.
• Have an IT diploma or equivalent combination of education and practical experience.
• Have a good understanding of computer hardware, networking and Microsoft software environments.
• Have experience using Active Directory for user and device management.
• Understand ITIL practices and effective incident management.
• Have excellent customer service skills and take pride in providing a positive support experience.
• Can explain technical issues clearly and patiently to people with different levels of IT knowledge.
• Can balance multiple support requests while maintaining a high standard of service.
• Understand the importance of information security and confidentiality.
• Hold a full UK driving licence and can travel to IC24 sites when required.

Technical skills are essential, but so is the ability to build trust with the people you're supporting. We want someone who sees every Service Desk request as an opportunity to help a colleague, not simply another ticket to close.

You'll work as part of a Service Desk operating 8am–6pm, seven days a week, with shifts covering 8am–4pm and 10am–6pm. The role also includes participation in an out-of-hours on-call rota, and occasional site visits outside standard working hours.

We can support you in developing your technical knowledge. What matters just as much is your attitude towards the people you're helping.

If you're someone who takes pride in solving problems, communicating well and delivering a great service, we'd like to hear from you.

Who are we?

We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services.

IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.

Every day, our people help patients access the care they need, when they need it most.

What's in it for you?

• Annual Salary of £27,000 + £2000 on call allowance
• Opportunity to join the NHS Pension Scheme
• 6.6 weeks annual leave plus bank holidays
• Enhanced family leave (maternity, paternity and adoption leave and pay)
• Inclusive wellbeing benefits
• Employee Assistance Programme including free 24/7 independent counselling and occupational health services
• Professional development opportunities
• Free membership to our reward and discount platform
• Access to Blue Light Card and other NHS Discount Schemes

Location: 100% Office attendance required

Kingston House, Ashford, Kent, with travel to other IC24 sites as required.

Hours: As agreed, covering a seven-day Service Desk rota between 8am and 6pm, with participation in an out-of-hours on-call rota.

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory basic DBS disclosure and appropriate references.

Please note: We reserve the right to close this vacancy early if we receive a sufficient number of applications. We encourage you to apply as soon as possible to avoid disappointment.

We celebrate brave ideas and brave people.

We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.

We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.

If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.