Summary

Are you committed to helping us regulate health and social care within England?

We are looking for individuals who are caring, demonstrate integrity, work well as part of a team and always strive for excellence in everything they do. Help us make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve.

Let us tell you a little bit about the role....

As Technical Service Analyst you will provide IT service analysis and support, ensuring appropriate levels of IT service delivery are maintained on an ongoing basis across CQC.

Working with the Service Delivery Lead for the stream, the successful candidate will work to ensure that proactive and excellent customer service for their service stream is achieved through the effective delivery of day to day IT operations, working with training and operational support analysts to improve the overall service offered.

Job description

What we're looking for from you...

Accountabilities:

Support the development of the overall Digital strategy, by ensuring good levels of IT service are maintained, as well as an understanding of CQC business requirement.

Accepts, manages and resolves Incidents assigned to them within the agreed service levels, liaising with other parts of the department and 3rd party providers and suppliers as necessary.

Authorises implementations, moves and changes (IMACs) assigned to them in line with agreed criteria and service levels.

Handles requests for equipment and software in line with the approved policies ensuring authorised requests are dealt with within agreed service levels.

Register, 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.

Contribute to the production of reports on service activity in order to measure service performance and service response time and to identify trends or recurring problems, so service can be continually improved.

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.

Administrative support of ICT governance bodies such as the Change Authorisation Board and maintenance of ICT records including the IT Asset Register.

Contribute to the production of required hardware and software audits.Have the appropriate knowledge, skills and experience to actively promote diversity and equality of opportunity, treat everyone with dignity and respect and avoid unlawful discrimination.

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.

Responsibilities

Essential Skills and Experience:

Excellent customer service skills

Experience of working within a service management and/or IT support environment.

Ability to build strong relations with CQC colleagues, vendors and delivering a valued customer service.

Experience of providing training and guidance to end users on the use of equipment and applications.

Thorough knowledge of management information (security, confidentiality and assurance).

Systematic approach to handling information, with a keen eye for detail.

Good oral and written communication skills.

Understands the bigger picture and can make the link between issues.

Able to identify risk and escalate in order for benefit analysis to be conducted within a fast-paced environment, and to reassess priorities on a continual basis.

Able to actively promote and safeguard equality, diversity and human rights through the duties of the role.

Benefits

CQC offer an excellent benefits package of 27+ days annual leave (increasing with years of service) and bank holidays, NHS pension scheme, NHS fleet hire, cycle scheme, employee support package and an employee discount scheme. For home working employees, CQC offer a home working allowance, home office equipment and technology in line with our homeworking policy.

Any move to the Care Quality Commission from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

Things you need to know

Security

People working with government assets must complete basic personnel security standard checks.

Selection process details

https://cqc.csod.com/ux/ats/careersite/2/home/requisition/834?c=cqc&gsdr=

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the Republic of Ireland
• nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
• relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

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.

Apply and further information

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

Further information

https://cqc.csod.com/ux/ats/careersite/2/home/requisition/834?c=cqc&gsdr=