Job summary
Junior Helpdesk 1st line Support - Band 3
£25,838 - £27,285 incl HCAS per annum
Full time hours 37.5 per week - flexible working considered
Bromley Healthcare IT Team manages and develops information systems, voice and information technology over a wide area network, to enable Bromley Healthcare and its customers to function effectively and deliver its business targets. The Junior Helpdesk 1st Line Support Officer is required to log reported faults and requests for the 1500 users on the helpdesk software and provide 1st line technical assistance when possible.
Proposed interview date week commencing 2nd October
Main duties of the job
- Logging detailed and accurate reported faults and requests on the Helpdesk system. Investigate support issues and escalating when necessary to Helpdesk 1st line support officer
- Using their technical skills, the post holder will provide first line telephone technical support to all levels of staff across Bromley Healthcare and its customer sites for the following systems
In addition please review the attached job description for a full list of duties and responsibilities.
About us
Bromley Healthcare is a community interest company providing a wide range of services including community nursing services such as district nursing, health visiting to specialist nurses, as well as therapy services for children, young people and adults. Salary is dependant on NHS experience and current banding/pay point. Excellent benefits package available including various pension schemes, discounted gym membership, cycle to work scheme, discounted electronics, access to EAP, high street discounts, Blue Light Card eligibility, opportunity to apply for low interest personal loans and an excellent lease car scheme and we are constantly looking to expand our staff benefits.
Job description
Job responsibilities
- Logging detailed and accurate reported faults and requests on the Helpdesk system. Investigate support issues and escalating when necessary to Helpdesk 1st line support officer
- Using their technical skills, the post holder will provide first line telephone technical support to all levels of staff across Bromley Healthcare and its customer sites for the following systems:
- MS Office
- E-mail
- Windows 10
- Apple IOS
- Hardware (printers and scanners)
- Other bespoke systems
- Providing courteous and polite technical and telecommunications support and advice to all staff levels across the Bromley borough and at remote sites. To prioritise own workload and ensure each request is dealt with the level of urgency as agreed in the SLA.
- Providing prompt feedback and updates on requests to users/customers. Explaining fairly complex IT solutions in a clear and comprehensive manner that all users are able to understand.
- Assigning reported faults to the relevant product specialist, for 2nd or 3rd line support. Work with these teams to research and provide solutions to complex technical problems. Learn from and use this expertise in future to benefit customers and Helpdesk team.
- Liaise with 3rd party suppliers involved to fix outstanding issues and provide feedback to customer. Escalate outstanding issues to 2nd and 3rd line support.
- User Management
- Setting up and administering user accounts using Active Directory
- Setting up and administering email accounts.
- Managing network folder access
- Management of accounts and permissions on bespoke systems
- Providing reports, using the Helpdesk call logging software, for the Service Manager and other senior staff as may be required.
- Supporting users on external network on the phone and by the use of remote control software.
- Assist 1st Helpdesk support officer in managing daily backups and file restorations.
- Undertake other responsibilities from time to time as agreed with the Service Manager
Please see attached JD for full details and the person spec.
Job description
Job responsibilities
- Logging detailed and accurate reported faults and requests on the Helpdesk system. Investigate support issues and escalating when necessary to Helpdesk 1st line support officer
- Using their technical skills, the post holder will provide first line telephone technical support to all levels of staff across Bromley Healthcare and its customer sites for the following systems:
- MS Office
- E-mail
- Windows 10
- Apple IOS
- Hardware (printers and scanners)
- Other bespoke systems
- Providing courteous and polite technical and telecommunications support and advice to all staff levels across the Bromley borough and at remote sites. To prioritise own workload and ensure each request is dealt with the level of urgency as agreed in the SLA.
- Providing prompt feedback and updates on requests to users/customers. Explaining fairly complex IT solutions in a clear and comprehensive manner that all users are able to understand.
- Assigning reported faults to the relevant product specialist, for 2nd or 3rd line support. Work with these teams to research and provide solutions to complex technical problems. Learn from and use this expertise in future to benefit customers and Helpdesk team.
- Liaise with 3rd party suppliers involved to fix outstanding issues and provide feedback to customer. Escalate outstanding issues to 2nd and 3rd line support.
- User Management
- Setting up and administering user accounts using Active Directory
- Setting up and administering email accounts.
- Managing network folder access
- Management of accounts and permissions on bespoke systems
- Providing reports, using the Helpdesk call logging software, for the Service Manager and other senior staff as may be required.
- Supporting users on external network on the phone and by the use of remote control software.
- Assist 1st Helpdesk support officer in managing daily backups and file restorations.
- Undertake other responsibilities from time to time as agreed with the Service Manager
Please see attached JD for full details and the person spec.
Person Specification
Qualifications
Essential
- Educational IT related qualification -A level/GCSE or equivalent equivalent experience in a similar role
- Evidence of continuous professional development
Specific Skills
Essential
- Knowledge of Windows 10, Apple IOS, Office, Web browsers and Internet Technologies
- Excellent communication and interpersonal skills
Desirable
- Experience of working across organisations and troubleshooting
Experience
Essential
- Some experience in an Information Technology/ Information related field
- Good operational use of MS Office product suite
Desirable
- Experience of working in Helpdesk team supporting staff
- Experience of issuing equipment and training staff how to use the equipment
Person Specification
Qualifications
Essential
- Educational IT related qualification -A level/GCSE or equivalent equivalent experience in a similar role
- Evidence of continuous professional development
Specific Skills
Essential
- Knowledge of Windows 10, Apple IOS, Office, Web browsers and Internet Technologies
- Excellent communication and interpersonal skills
Desirable
- Experience of working across organisations and troubleshooting
Experience
Essential
- Some experience in an Information Technology/ Information related field
- Good operational use of MS Office product suite
Desirable
- Experience of working in Helpdesk team supporting staff
- Experience of issuing equipment and training staff how to use the equipment
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
