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Job Description

Job Title: Helpdesk Tier 2 Analyst

Department: IT

Reports to: Helpdesk Manager

Date: 2026

Overall Purpose of Job

The Helpdesk Support Analyst will provide tier 2 support to end users for all desktop, hardware and software issues. Provide excellent customer service and technical support to all Beacon Hospital departments, external users & create a positive relationship with external vendors.

Key Responsibilities and Deliverables

Provide customer service and technical support to the hospital client community, patients & consultants, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.

Providing first line comprehensive, quality service to hospital end-users and staff with a focus on keys systems and priority issues.

Communicating resolutions effectively with end users and updating helpdesk system details as appropriate

Escalates issues to Helpdesk manager or Infrastructure team within SLA guidelines

Installing and configuring desktop software operating systems and applications.

Deploying PC/Laptop images

Participate in deployment of project, technologies and systems for the hospital if required

Assist with keeping a complete inventory of hardware and software.

Troubleshoot and work to resolve requests which are sent back to the help desk, as received and within service levels.

Act as a mentor to the Tier 1 helpdesk and when required provide training to staff to increase self-reliance within the Hospital.

This position will be required to work shifts and provide On-Call IT support. during the On-Call period.

Person Specification

Qualifications

• Technical knowledge of Active directory, Windows Server environment, network and telecom components are required

Experience

(Amount and Type)

• +2 years' experience in a busy Helpdesk environment
• Experience of Office 365 would be desirable

Job Specific Competencies and Knowledge

• Good communication and Documentation
• Strong Customer focus
• Strong interpersonal skills and ability to work independently or with cross functional teams
• Ability to multitask and ensure flawless execution and delivery.
• Excellent analytical and problem solving skills
• The ability to quickly learn new skills through a hands-on training approach is required.
• Demonstrate an outstanding work ethic and sense of urgency to resolve issues quickly and efficiently.

Personal Competencies

All posts in Beacon Hospital require a high level of flexibility to ensure the delivery of an effective and efficient service. Therefore, the post holder will be required to demonstrate flexibility as and when required by their manager and / or hospital management.

This job description is intended to be an outline of the areas of responsibility and deliverables at the time of its writing. As the Hospital and the post holder develop, this job description may be subject to review in light of the changing needs of the Hospital.