IT Support Officer (2nd-Line)

A leading public sector organisation based in Belfast City Centre is seeking an Operations Support Officer (System Support) to join their Digital Operations directorate within Information Technology Services (ITS). This is a hands-on role where you will work on the front line of healthcare ICT, providing 2nd-line technical support, system maintenance, and troubleshooting across critical business and clinical applications. You will liaise closely with end-users, implementation teams, and 3rd-party suppliers to resolve complex technical incidents, ensure smooth system delivery, and support continuous service improvement across Health and Social Care (HSC) services. Key Responsibilities Incident & Problem Management: Analyse, diagnose, and resolve 2nd-line technical incidents and service requests logged via the ITS Service Desk, ensuring appropriate escalation and compliance with ITIL service management processes. System Support & Maintenance: Maintain business systems, manage assets, execute configuration/change control, and monitor system performance to ensure optimal capacity and availability. Vendor & Supplier Liaison: Facilitate meetings, track action logs, and interface with 3rd-party software suppliers to ensure service delivery aligns with agreed SLAs. Documentation & Governance: Keep operational documentation up-to-date, assist with ICT audits (security, licensing, information governance), and support the formulation of IT policies and guidance. Stakeholder Engagement: Provide clear technical advice and present ICT system information to both technical teams and non-technical business users. Continuous Improvement: Research ongoing ICT developments, recommend new technologies, and contribute to short- and long-term project implementations. Essential Criteria Candidates must clearly demonstrate one of the following tracks of qualification/experience on their application: University degree in Computer Science (or equivalent ICT qualification) plus 1 year of recent relevant experience Proven ability to undertake detailed investigations, analyse complex data, and deliver sound technical recommendations. Demonstrated ability to work accurately with strong attention to detail while prioritising tasks within pressurised environments to tight deadlines. Strong capacity to work both as an effective team member and independently under minimal supervision using your own initiative. Excellent interpersonal and communication skills to bridge technical support needs with operational users. Desirable Criteria ITIL Foundation Certification Prior experience providing technical or IT support services directly to customers. Knowledge of the structure and key operational business areas of the Health Service. What's on Offer Salary: Band 5 | £15.88/h | £31,049per annum pro rata Location: Belfast City Centre with potential opportunities across regional locations. Working Pattern: Full-time with flexible working options available. To Apply To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Corey Hillis, Specialist Temporary Recruiter, at MCS Group on . MCS Group is committed to Equality, Diversity, and Inclusion for all. If you require a reasonable adjustment at any stage of the recruitment process, please contact us and we will endeavour to facilitate your request. Skills: systems support analysis systems second line support IT support Benefits: Work From Home Hybrid Working

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