Care Quality Commission
Technical Service Analyst
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Newcastle-upon-Tyne
Job Summary
Make a difference
Every role at CQC contributes to our mission, if you’re looking for a new role in Technology that gives a true sense of meaning and purpose then you’ve found it! As a Technical Service Analyst, you’ll help ensure our people have reliable, secure technology so they can support safe, effective care across England.
Picture this
You’re helping colleagues stay connected and productive by solving technical issues quickly and spotting patterns that improve services for everyone. Your work helps keep essential systems running smoothly across the organisation.
As a Technical Service Analyst, you might get the chance to work on identifying trends in recurring IT issues, helping shape improvements that reduce disruption for staff nationwide. As a Technical Service Analyst, you might support service improvements by sharing insights with development teams to fix common problems and improve user experience.
Job Description
The role
You’ll be key in helping us deliver our work. In this role, you’ll:
- Resolve IT issues and requests: Manage incidents, service requests, and equipment needs, working with internal teams and suppliers to restore services quickly.
- Monitor and improve service performance: Track issues, escalate where needed, and contribute to reports that help improve IT services over time.
- Support colleagues with technology: Provide guidance and training so staff can use systems, devices, and software confidently in their roles.
The role
You’ll be key in helping us deliver our work. In this role, you’ll:
- Resolve IT issues and requests: Manage incidents, service requests, and equipment needs, working with internal teams and suppliers to restore services quickly.
- Monitor and improve service performance: Track issues, escalate where needed, and contribute to reports that help improve IT services over time.
- Support colleagues with technology: Provide guidance and training so staff can use systems, devices, and software confidently in their roles.
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Person specification
Show Us
We will be looking for specific skills, knowledge and experience in your application form:
- Experience working in an IT support role where you have handled incidents, resolved technical issues, and met service level targets.
- Evidence of supporting or training users on systems, equipment, or software, helping them to use technology effectively in their day-to-day work.
- Experience analysing service data or recurring issues and using this to suggest improvements or escalate risks appropriately.
The Benefits
We offer a wide range of benefits, including:
- Annual leave starting at 27 days per year, rising to 32.5 days with service, plus bank holidays (usually 8 days per year).
- Training and development opportunities.
- Wellbeing initiatives, such as gym discounts and meditation.
- NHS pension scheme, with around 14% employer contribution.
- Discount schemes (including eligibility for a Blue Light card, at a cost of £4.99 and valid for 2 years), reward vouchers, car leasing and more!
Please see our benefits page for the full list.
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
Career site
Feedback will only be provided if you attend an interview or assessment.
Security
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
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This Job Is Broadly Open To The Following Groups
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in a new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
Name: Darren Frame
Email: Darren.Frame@cqc.org.uk
Recruitment team
Email: recruitment@cqc.org.uk
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