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IT Helpdesk Coordinator

Employer
Future Health Biobank
Location
UK
Salary
Competitive
Closing date
24 Jun 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

We currently have an opportunity for an IT Helpdesk Coordinator to join our successful team in our busy IT Department, on a full time basis, with earnings of £22,000 per annum.

At Future Health Biobank we are passionate about protecting the future health of children, which is why we concentrate our company in two main areas; stem cell banking and diagnostics.

We are the largest stem cell bank in the UK, having stored more samples than all other UK banks combined and have been established for over 19 years. We fully believe in the value of these services, as well as their present and future possibilities. We offer three core services for stem cell banking; umbilical cord blood, tissue and dental pulp.

Job Purpose:

Reporting to the Information Systems Manager, you will be the first point of contact for anyone seeking assistance with technical issues or queries related to IT within the company. This will involve a large amount of troubleshooting, either in person or remotely using available tools, trying to find a resolution to the problem.

You will liaise closely with colleagues in all departments, including Admin, Sales and Agents located overseas.

Key Responsibilities:

Serve as the first point of contact for customers seeking technical assistance over the phone, email or in person;

Perform remote troubleshooting where required through diagnostic techniques and appropriate questioning;

Determine the best solution based on the issue and details provided by customers;

Walk the customer through the problem solving process;

Direct unresolved issues to the next level of support personnel;

Provide accurate information on IT products or services;

Record events and problems and their resolution in software systems such as Helpdesk software or Wikis;

Liaise with 3rd party suppliers as required;

Daily tasks may include desktop/laptop setups, data backups, Active Directory maintenance, file system permission changes, phone system maintenance and WiFi support;

Key Skills:

Ideally you will hold a degree although this is not essential;

You are required to hold a higher qualification/qualification at Level 4 in Information, Communication Technology, Computer Science or relevant field;

You should be capable and experienced in using Microsoft Office software, especially Excel and Access;

Previous experience of remote support or telephone support roles is essential, as is experience of working with an IT helpdesk system;

Ideally you will have previous experience of working with Virtualised Servers;

You should be proficient in configuring, updating and repairing desktops, laptops and printers;

You should have demonstrable knowledge of GDPR, Networking and Windows Server Platform and remote working practices and support;

High attention to detail is essential, as is the ability to adapt in a fast paced environment;

Being able to work as part of an extremely busy team, as well as using own initiative with regards to problem solving;

Willingness to learn;

Good written and verbal communication skills, with the ability to converse with customers, employees, partners and contractors on technical concepts;

Ability to communicate and document user requirements and solutions at both technical and non-technical levels;

Terms & Benefits:

37.5 hours per week,

Salary of £22,000 per annum,;

23 days holiday (excluding bank holidays), rising to 25;

Contributory Company Pension Scheme;

TO APPLY PLEASE PROVIDE AN UP-TO-DATE CV ALONG WITH A COVERING LETTER DETAILING CURRENT REMUNERATION AND AVAILABILITY TO START

WE WILL NOT CONSIDER CV'S VIA RECRUITMENT AGENCIES
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