Job description
Integrella is seeking an IT Support Service Analyst to join our growing Global Support and Operations team. This role is ideal for a support professional with solid L1/L2 experience, strong troubleshooting skills and an interest in learning enterprise integration and middleware technologies within complex healthcare environments, including the NHS.
You will support the stability, performance and reliability of integration and enterprise systems across our healthcare client base, with opportunities to build hands-on experience across integration platforms and to support financial and enterprise clients as required. Alongside client-facing responsibilities, the role also includes providing technical support to Integrella’s internal workforce, covering desktop support, device management and administration of internal IT systems and security platforms.
The role follows standard UK business hours, with participation in an out-of-hours support rota supporting Integrella’s 24/7 client services. Full training, mentoring and on-the-job support will be provided to develop skills across healthcare integration and middleware platforms. The successful candidate will demonstrate curiosity, accountability and a proactive approach to learning and maintaining service continuity across business-critical systems.
Key Responsibilities
- Provide L1 and L2 technical support for Integrella's clients and internal workforce across desktop, infrastructure, and enterprise systems.
- Manage incidents, service requests, and change activities in line with agreed SLAs and ITIL best practices.
- Provide technical support for Integrella's internal workforce, including laptop and desktop troubleshooting, software installation, and user support across Windows and macOS platforms.
- Support and administer internal IT systems, including Microsoft 365, MDM solutions, endpoint protection, and vulnerability management platforms, ensuring device security and compliance.
- Monitor system health, investigate alerts, troubleshoot technical issues, and perform root cause analysis to maintain high service availability.
- Collaborate with development, infrastructure, and client teams to resolve technical issues, implement configuration changes, and maintain service continuity.
- Maintain and update technical documentation, knowledge articles, runbooks, and operational procedures.
- Support deployment activities, system testing, validation, and operational monitoring using tools such as Elastic (Elasticsearch) or similar platforms.
- Support and maintain healthcare integration platforms, including InterSystems IRIS / Ensemble and Rhapsody, across NHS and enterprise environments.
- Monitor, triage, and troubleshoot integration workflows, message routing, and interface performance issues.
- Participate in continuous improvement initiatives, knowledge sharing, and the ongoing development of operational processes.
- Provide clear, professional communication and regular status updates to clients and internal stakeholders, ensuring transparency and high levels of customer satisfaction.
Essential Skills & Experience
- Previous experience in an IT support, service desk, desktop support, or technical support role.
- Experience using IT service management (ITSM) and collaboration tools (e.g. Confluence, HubSpot or similar) for incident, request and change management.
- Strong analytical and problem-solving skills with excellent attention to detail.
- Good understanding of networking fundamentals, including TCP/IP, DNS, VPNs and proxies.
- Familiarity with Windows administration and end-user device support (Windows and/or macOS).
- Understanding of monitoring, event logging, security management and infrastructure troubleshooting concepts.
- Familiarity with Microsoft 365 administration, including Entra ID and Microsoft 365 admin portals. '
- Excellent written and spoken English, with the ability to communicate effectively with both technical and non-technical stakeholders.
- Strong customer service skills and the ability to remain calm and professional under pressure.
- Excellent organisational, time management and teamwork skills, with the ability to manage multiple priorities.
Requirements
Desirable Skills:
- Familiarity with ITIL practices, including Incident, Problem and Change Management.
- Experience supporting healthcare (NHS) integration environments such as InterSystems, Rhapsody, Mirth, or similar middleware platforms.
- Exposure to Microsoft Azure or other cloud platforms.
- Experience administering endpoint management, MDM, vulnerability management, or endpoint security platforms.
- Experience supporting and maintaining applications and platforms built on technologies such as .NET, C#, and ReactJS across multiple client environments.
- Experience working in a 24/7 operational support environment or participating in an on-call rota.
- Passionate about technology, naturally curious and eager to learn new skills and technologies.
- Takes ownership of tasks and follows them through to completion.
- Proactive with a continuous improvement mindset.
- Adaptable and comfortable working in a fast-paced support environment.
- Collaborative team player with a positive attitude and willingness to help others.
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