IT Support Analyst

1st Line IT Support / Digital Operations Support Officer

Location: Southampton, Hampshire (Hybrid Working)
Contract: Full-Time Contract until March 2027 (initially)
Rate: £21.12 per hour (Umbrella)
IR35 Status: Inside IR35
Working Pattern: 2 days per week onsite in Southampton, 3 days remote

An NHS organisation in Hampshire is seeking a 1st Line IT Support / Digital Operations Support Officer to join their team on a long-term contract basis.

Whilst the formal title is Digital Operations Support Officer, the client has confirmed that this role is primarily focused on 1st Line IT Support, providing frontline technical assistance to end users and ensuring incidents and service requests are effectively managed through to resolution.

Key Responsibilities

• Provide 1st Line IT support to end users across the organisation.
• Respond to and resolve hardware, software and user account issues.
• Log, update and manage incidents and service requests through the IT Service Management system.
• Troubleshoot desktop, laptop and peripheral issues.
• Support Microsoft 365 applications and services.
• Carry out Active Directory user administration tasks.
• Escalate complex issues to 2nd and 3rd Line support teams where appropriate.
• Deliver excellent customer service while meeting agreed service levels.

Essential Experience

• Previous experience within a 1st Line Support, IT Support or Service Desk environment.
• Experience supporting Microsoft Windows environments.
• Microsoft 365 administration and user support experience.
• Active Directory user account management.
• Experience supporting hardware, laptops, desktops and peripherals.
• Strong customer service and communication skills.
• Experience working within ITIL or structured service management environments.
• Previous NHS experience is highly desirable.

Personal Attributes

• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Organised and able to manage multiple support requests.
• A proactive and positive approach to user support.
• Comfortable working independently and as part of a wider IT team.

What's on Offer?

• Long-term contract until March 2027 initially.
• Hybrid working model with only 2 days per week onsite.
• Opportunity to support a large NHS organisation undergoing digital transformation.
• Competitive rate of £21.12 per hour (Umbrella).
• Immediate start available.