Support Analyst

First Line Support Analyst – NHS Band 4

Employer: University Hospitals Coventry and Warwickshire NHS Trust
Salary: £28,392–£31,157 per year
Location: Coventry, CV2 2DX, England
Job Type: Permanent
Working Pattern: Full-time
Band: NHS Agenda for Change Band 4
Closing Date: 15 November 2026
Reference Number: 218-AC-B4-8252344
Visa Sponsorship: Not available

Job Overview

University Hospitals Coventry and Warwickshire NHS Trust is recruiting a First Line Support Analyst to join its ICT Service Desk team in Coventry.

This is an opportunity for an IT professional with technical support and customer service experience to help maintain the Trust’s computer systems and provide reliable technical assistance to staff across its services.

The successful candidate will deliver first-line technical support, respond to service requests, troubleshoot ICT problems and help users develop the skills needed to use the Trust’s systems effectively.

Important: This position is not eligible for visa sponsorship. Applicants who require sponsorship should take this restriction into account before applying.

The role is office-based and requires participation in a rota covering the Service Desk’s core operating hours, including extended hours and out-of-hours support when required.

Key Responsibilities

• Provide first-line technical support for Trust-wide computer systems, equipment and ICT services.
• Respond to enquiries received by telephone, email, voicemail and other Service Desk channels.
• Log, categorise, prioritise and assign service requests accurately in accordance with established procedures.
• Troubleshoot technical problems using remote support tools where appropriate and escalate complex faults to second-line, third-line and other technical teams.
• Monitor outstanding requests, follow up on progress and keep users informed of developments.
• Support user account administration and maintain accurate records in the IT Service Management (ITSM) system.
• Assist with the installation, configuration, testing and troubleshooting of desktop computers, laptops, printers and other ICT equipment.
• Support the implementation of new systems and help users understand how to use Trust applications and equipment.
• Assist with routine computer system maintenance, configuration management, incident management and change management.
• Work with supported operating systems and technologies, including Microsoft Windows and UNIX.
• Help maintain ICT documentation, system configuration records and departmental procedures.
• Participate in staff training, presentations and development activities.
• Follow information security, equipment safety and Trust-wide service standards.

Essential Qualifications

Applicants must have an ONVQ ICT qualification, Higher National Certificate, Higher National Diploma or equivalent experience in an IT-related subject.

Essential Experience

Candidates should demonstrate:

• Experience implementing and supporting ICT equipment, services and systems.
• Operational or project-related computing experience.
• Previous experience in a customer-focused role.
• Experience using different training techniques.

Essential Knowledge and Skills

Applicants should have knowledge of:

• Microsoft technologies, Windows, Microsoft Office and web browsers.
• End-user hardware and software support, including Dell and Lenovo computers, laptops and printers.
• User account management through Active Directory.
• General ICT terminology and current technology developments.
• Providing clear technical instructions to users in writing and verbally.
• Accurate record-keeping, advanced keyboard skills and attention to detail.
• Communicating technical information to people without a technical background.
• Working effectively in a busy, pressurised environment.

The role also requires the ability to move and handle ICT equipment and deliver professional, customer-focused support.

Desirable Qualifications and Experience

The following would be advantageous but are not listed as essential:

• A recognised ICT professional qualification or Advanced ECDL qualification, or working towards one.
• Previous NHS experience.
• ICT Service Desk or Helpdesk experience.
• Knowledge of remote support applications, equipment imaging and Mobile Device Management.
• Familiarity with iOS devices, including iPhones and iPads.
• Knowledge of security management, antivirus systems, email and web filtering, information governance and data security.
• Knowledge of ITIL frameworks and processes.

About the Employer

University Hospitals Coventry and Warwickshire NHS Trust is one of the UK’s largest teaching NHS trusts and is rated Good by the Care Quality Commission.

The Trust provides modern healthcare facilities and is recognised for its work in research, innovation and patient care. It also holds Pathway to Excellence designation and offers employees opportunities for learning and professional development.

The organisation is committed to equality, diversity, inclusion and creating a workplace where employees are respected, valued and supported to reach their potential.

Working Arrangements

This is a full-time, permanent, office-based position at the Trust’s Coventry site.

The successful applicant will be required to participate in a Service Desk rota, which may include extended operating hours, unsocial hours and out-of-hours support.

Visa Sponsorship Information

Visa sponsorship is not available for this vacancy. The employer explicitly states that the role is not eligible for sponsorship.

Applicants who need Skilled Worker visa sponsorship should consider this restriction before submitting an application.

Interview Information

Interviews are provisionally scheduled for 25 and 26 November 2026, subject to availability.

The employer also advises that the advert may close before the stated deadline if sufficient applications are received. Interested applicants are encouraged to apply as soon as possible.

How to Apply

To review the full job description, person specification and application requirements, visit the official NHS Jobs advert using the link below.

Employer: University Hospitals Coventry and Warwickshire NHS Trust
Job Reference: 218-AC-B4-8252344
Closing Date: 15 November 2026

Contact for Enquiries

Contact Person: Debbie Neale, ICT Service Desk Manager
Email: debbie.neale@uhcw.nhs.uk
Telephone: 024 7696 8968

For further information about the employer, visit: https://www.jobsatuhcw.co.uk/