IT Service Desk 1st Line Support

Recruiter
Health Management
Location
Ringmer, UK
Salary
Competitive
Posted
25 Jul 2019
Closes
31 Jul 2019
Ref
1192961115
Contract Type
Permanent
Hours
Full Time
Health Management is a subsidiary of MAXIMUS UK and one of the UK's leading occupational health providers. We believe a healthy and productive workforce is critical to business success. As such, we deliver holistic corporate health and wellness programmes that enable organisations to promote and maintain the physical, mental and social wellbeing of their employees.

Job Summary

To maintain and support HML IT systems in a commercially effective manner by providing 1st line Support Desk support for all Health Management and shared services employees

Key Responsibilities

• Providing 1st line Support Desk for all Health management offices and staff/Shared Services.
• Provide a professional first point of contact for all IT issues and manage incoming telephone and Richmond ticketing system requests
• 1st Line Active Directory support Including User account management (users accesses creation and deletion, password resets, adding printer access, etc.)
• Maintaining printers (Toners and Paper Jam's, scanners feed)
• Citrix & RSA Token Administration.
• Provide 1st Line Support for internal/external systems access and bespoke/3rd party applications through
o Users information gathering
o Incidents and Requests tickets updating
o Diagnostic and analysis
o Resolution or escalation to a second line of support for further investigations
o On-going communication with the end-user
• Triage incidents and requests
• Escalate complex issues promptly and manage expectations
• Maintaining Richmond request system, asset registers, inventories and warranties
• Maintain excellent levels of customer service as first point of contact with Service Desk
• Maintaining IT security across the company in accordance with our policies

Experience Required

• Excellent telephone manner and a passion for great customer service

• Ability to listen and show empathy
• Ability to identify customer needs quickly and effectively
• Good time management
• Ability to identify and manage priorities from a busy incoming workload
• Ability to communicate clearly to all levels of staff (both in terms of role and IT literacy) both verbally and in written format
• Problem solving skills - able to use reference materials and notes to find answers
• Resilience in a work environment where there is a need to work at pace
• Can-do attitude and ability to self-motivate
• Good self-awareness and the confidence to ask for help when necessary
• Good team spirit
• Interest in IT topics and a basic IT qualification (NVQ, A Level, BTEC)

Desirable
• IT background and experience (Windows and Apple)
• Accurate data logging skills

Health Management is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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