1st line IT Help Desk Operative

Farringdon James Limited
26 Sep 2017
03 Nov 2017
Contract Type
Full Time
Would be an advantage if you have experience of working in a call centre or help desk, ideally in IT or electronics. Main Purpose of Job To receive and log telephone queries and issues with regard to clinical software and computer hardware. To diagnose the fault and resolve those issues in a professional and timely manner and in accordance with the Service Desk guidelines, 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 - 2. Research any software or hardware issues to be able to diagnose the fault or ensure that problems requiring action from other departments are reported promptly - 3. Provide a high level of support to end users, implementing a fix or informing the customer of the solution to a query - 4. To maintain effective communication with colleagues and other individuals / departments within the organisation, highlighting potential problems - 5. Ensure that tasks set by management are carried out Knowledge & Skills The post holder should have a good general education, good working knowledge of Windows 7/10 and its inherent applications, preferably knowledge of SCO UNIX and/or LINUX, experienced in the use of routers, managed switches, print servers, fileservers, TCP/IP, printers and their configuration. 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. Problem Solving Problems addressed involve the interpretation of cases and evaluation of requirements, requiring the post holder to devise solutions involving some originality, drawing both on procedures and acquired knowledge and skills, in response to demands of others. 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 maintaining confidentiality for any client data Working Environment Office based with very occasional visits to clients and other premises. The post holder will work a shift pattern which operates between the hours of 06:30 and 20:30 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. Other Company benefits - 28 Days annual leave (inc. Bank Holidays) increasing to 33, pro-rata. - Pension scheme, - Health Care Plans, - Salary sacrifice bicycle schemes - Plus many more.
This job was originally posted as www.jobsite.co.uk/job/959195747