First Line IT Help Desk Operative

Ocean City Marine Recruitment Limited
Starting £18k - increasing with training
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
Job Title : First Line IT Help Desk Operative Reports to : Service Desk & Deployment Manager Main Purpose of Job To receive and log telephone queries and issues with regard to clinical software and computer hardware, delivering IT Support Services to Microtest Customers. To diagnose the fault and resolve those issues in a professional and timely manner, nurturing positive relationships with the customer base and staff. Key Tasks - To receive and log service desk queries and problems, maintaining good records of both the call and the solution(s) found - Research any software or hardware issues to be able to diagnose/resolve the fault or ensure that problems requiring action from other departments are reported promptly and documented - Provide a high level of support to end users, implementing a fix or informing the customer of the solution to a query - To maintain effective communication with colleagues and other individuals / departments within the organisation, acting as a key liaison, highlighting potential problems - Take responsibility for own workload, ensuring that tasks set by management are carried out Knowledge & Skills Experience of providing IT support and troubleshooting hardware and software issues is essential. Having a general interest in IT and previous work experience within customer service would be beneficial. Using an IT Service Management system to allocate and monitor support tasks would be desirable but not essential as training would be provided. He/she should have excellent communication, interpersonal and keyboard skills and have the ability to prioritise and work to deadlines. Having previous experience of dealing with clinical safety would be highly advantageous. Knowledge of SQL and Unix/Linux would be beneficial but not essential as training would be provided Problem Solving Technical competence and proven troubleshooting skills are key, interpretation of cases requiring the post holder to devise solutions, learning and adapting to new technologies. Judgement & Decision To recommend the most suitable resolution regarding technical advice for both software and hardware, for customers and to colleagues across Departments Contacts Internal contact is a key feature of the job involving the post holder in liaison and consultation with other team members, staff and managers across the Company Externally, the post holder will have constant contact with GP practice customers and regular contact with Health Authorities, CCGs and 3rd party maintenance suppliers. Custodial Responsibility Responsible for dealing with confidential and sensitive information with tact and discretion maintaining confidentiality for any client data Working Environment Office based with very occasional visits to clients and other premises. The post holder will work an 8 ½ hour shift pattern which operates between the hours of 06:30 and 20:30, when fully trained you will join the weekend shift rota. Other Duties Employees may be required to undertake tasks that the management considers are within their capabilities, even though the task may be outside their normal duties, such as user Group involvement - 28 Days annual leave (inc. Bank Holidays) increasing to 33 - Regular internal technical conferences, - Pension scheme, - Health Care Plans, - Salary sacrifice bicycle schemes - Plus many more.
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