Job summary
Want to make a real difference? You couldnt
be in a better company.
An exciting opportunity has arisen for an IT System Analyst
at Smile Together Dental CIC.
Reporting to our Head of IT Services, this position will suit a candidate who has previous
experience working in an IT support environment and is looking for a new
exciting and rewarding opportunity.
Main duties of the job
Responsibilities will include (but are not
limited to):
Troubleshooting
and resolving customer issues
Providing onsite
technical support
Performing
system and software installations
Monitoring and
maintaining systems to ensure customer satisfaction
Providing
technical advice and guidance on hardware and software issues
Ensuring
customer SLAs are met
Documenting
customer issues and resolutions
Maintaining
customer records and profiles
Assisting
with the deployment of IT systems
Providing technical training to customers
Working with other engineers to identify and
resolve customer issues
Responding to customer inquiries in a timely
manner
Developing and maintaining relationships with
customers
Understanding customer requirements and providing
solutions
Assisting with the planning and implementation
of IT projects
Assisting with the design and deployment of new
systems
Keeping up to date with industry trends
Assisting with the development and maintenance
of IT policies and procedures
Being available for paid on-call rota
About us
Salary £26,364 per annum (our standard full-time contract is 37.5 hours per week excluding breaks)
27 days paid annual leave plus bank holidays each year
Additional paid day off for your birthday
- Access to company pension
- Personal relocation support and package of up to £8,000* (where appropriate)
- A dedicated training package to maintain your CPD and wider professional development via our Smile Together Training Academy
- A friendly support network with an induction colleague assigned to assist your transition to our company
- An annual flu jab alongside a range of health and wellbeing support and resources
- Outstanding work life balance in a beautiful part of the country
- Opportunity to become a shareholder* and have a genuine voice in our employee-owned business
- Opportunity to engage in community-based oral health improvement projects for example, see more about our support for coastal communities and Health for Homeless Cornwall athttps://smiletogether.co.uk/our-impact/community-and-social-impact/
- *Conditions apply
Job description
Job responsibilities
The role holder will be responsible for supporting Smile Together IT infrastructure, and system support. To include any required support for IT hardware (including printers and scanners, PCs and peripherals, mobile phones, telephony) and networking support.
Key Accountabilities:
Ensure
and maintain all IT hardware is to a high standard
Support
all software used by Smile Together including updates and developments and be a
point of contact for support and training as required
Assist
in special projects as required (including sourcing IT equipment and hardware
as per company need)
Provide
Office 365 support, implementation and training, including Intranet support,
development, and implementation
Provide
first line support (and system support when required) to all colleagues across
the company
Train
all Smile Together colleagues in IT and systems as required
Produce
and provide training materials for distribution to colleagues for use of all
systems and hardware and keep existing training materials up to date
Complete new user set up for new colleagues
(this may sometimes include basic training) and complete colleague location
moves where required
Manage and maintain the company email
accounts, creating new users, maintaining user accounts and archiving accounts
when required
Travelling to site locations where required
to perform maintenance on hardware, swap out hardware where replacements are
required, or investigate issues that have been unresolvable remotely. This may include running basic cabling for
PCs, telephones and other IT equipment where required, highlighting to the Head
of IT and Governance whenever further or more complex cabling requirements are
present
Complete individual and team location moves where require
Maintain excellent working relationship
with colleagues, external suppliers and patients
Support the companys vision for a first class,
independent IT solution that supports all Smile Together colleagues in
delivering dental services and operating for the benefit of the community in
line with our vision and mission
Job description
Job responsibilities
The role holder will be responsible for supporting Smile Together IT infrastructure, and system support. To include any required support for IT hardware (including printers and scanners, PCs and peripherals, mobile phones, telephony) and networking support.
Key Accountabilities:
Ensure
and maintain all IT hardware is to a high standard
Support
all software used by Smile Together including updates and developments and be a
point of contact for support and training as required
Assist
in special projects as required (including sourcing IT equipment and hardware
as per company need)
Provide
Office 365 support, implementation and training, including Intranet support,
development, and implementation
Provide
first line support (and system support when required) to all colleagues across
the company
Train
all Smile Together colleagues in IT and systems as required
Produce
and provide training materials for distribution to colleagues for use of all
systems and hardware and keep existing training materials up to date
Complete new user set up for new colleagues
(this may sometimes include basic training) and complete colleague location
moves where required
Manage and maintain the company email
accounts, creating new users, maintaining user accounts and archiving accounts
when required
Travelling to site locations where required
to perform maintenance on hardware, swap out hardware where replacements are
required, or investigate issues that have been unresolvable remotely. This may include running basic cabling for
PCs, telephones and other IT equipment where required, highlighting to the Head
of IT and Governance whenever further or more complex cabling requirements are
present
Complete individual and team location moves where require
Maintain excellent working relationship
with colleagues, external suppliers and patients
Support the companys vision for a first class,
independent IT solution that supports all Smile Together colleagues in
delivering dental services and operating for the benefit of the community in
line with our vision and mission
Person Specification
Experience
Essential
- Researching, diagnosing, and troubleshooting customer issues within the Microsoft Office 365 package.
- Diagnosing and solving hardware/software faults
- Managing and prioritising your ticket queue to ensure swift resolutions to customer queries
- Providing desktop support through remote share to assist and resolve issues along with educating customers on the cause of the issue
- Using helpdesk support systems to take new tickets, mark them as resolved, escalate complicated cases, and take notes on customer calls
- Aiming and achieving to exceed your individually agreed KPI's to ensure we are providing customer support within our agreed SLA's
- Proactively avoiding repetitive incidents through publishing how-to's and tips to users on a regular basis and ensuring that the knowledge base is always kept up to date
- Use a strong and broad ranging technical and customer focused background to deliver on operational and project-based tasks, against demanding Service Level Agreements and challenging deadlines
Desirable
- Agreeing and adhering to call backs with customers to follow up on their issue if it requires further investigation.
- Responding to customers through email in a clear, concise, and professional manner
General skills and experience
Essential
- Ability to travel across the county as required
- Well organised and able to work efficiently and effectively under pressure, multi-task and prioritise
- Ability to work independently and as part of a team
- Ability to work authentically, doing what you say you will do and building trust
- Ability to use own initiative and apply sound judgement, be bold and confident to voice an opinion, offer innovative solutions and feel part of decision-making
- Ability to interact effectively with management, colleagues, the public, advisory bodies and other external stakeholders in a professional and courteous manner
- Flexibility and preparedness to change and adapt as circumstances dictate, able to look to the future, be inspirational and do what you can to make things better
- Demonstrate understanding and patience, and generously go the extra mile for colleagues, patients, and the community
Desirable
- A criminal record enhanced Disclosure and Barring Service (DBS) check satisfactory to the organisation
Person Specification
Experience
Essential
- Researching, diagnosing, and troubleshooting customer issues within the Microsoft Office 365 package.
- Diagnosing and solving hardware/software faults
- Managing and prioritising your ticket queue to ensure swift resolutions to customer queries
- Providing desktop support through remote share to assist and resolve issues along with educating customers on the cause of the issue
- Using helpdesk support systems to take new tickets, mark them as resolved, escalate complicated cases, and take notes on customer calls
- Aiming and achieving to exceed your individually agreed KPI's to ensure we are providing customer support within our agreed SLA's
- Proactively avoiding repetitive incidents through publishing how-to's and tips to users on a regular basis and ensuring that the knowledge base is always kept up to date
- Use a strong and broad ranging technical and customer focused background to deliver on operational and project-based tasks, against demanding Service Level Agreements and challenging deadlines
Desirable
- Agreeing and adhering to call backs with customers to follow up on their issue if it requires further investigation.
- Responding to customers through email in a clear, concise, and professional manner
General skills and experience
Essential
- Ability to travel across the county as required
- Well organised and able to work efficiently and effectively under pressure, multi-task and prioritise
- Ability to work independently and as part of a team
- Ability to work authentically, doing what you say you will do and building trust
- Ability to use own initiative and apply sound judgement, be bold and confident to voice an opinion, offer innovative solutions and feel part of decision-making
- Ability to interact effectively with management, colleagues, the public, advisory bodies and other external stakeholders in a professional and courteous manner
- Flexibility and preparedness to change and adapt as circumstances dictate, able to look to the future, be inspirational and do what you can to make things better
- Demonstrate understanding and patience, and generously go the extra mile for colleagues, patients, and the community
Desirable
- A criminal record enhanced Disclosure and Barring Service (DBS) check satisfactory to the organisation
