1st Line Support Associate
Job summary
First Line Support Associate - Band 3
£27,129 - £28,649 incl HCAS per annum pro rata
Full-time hours 37.5 per week -
Support Hours are Mon-Fri 08:00 AM to 08:00 PM Sat - 08:00 AM to 04:00 PM
JOB SUMMARY
The First Line Support Associate in the IT team plays a crucial role in ensuring the smooth operation of our organisation's technology infrastructure. The primary responsibility will be to provide timely and effective technical support to end-users, addressing a wide range of hardware and software issues. From troubleshooting software applications to resolving hardware malfunctions, the postholder will be the first point of contact for individuals seeking assistance with IT-related matters.
The First Line Support Associate is required to log reported faults and requests for the 2500 Bromley Healthcare and Bromley GP users using the Service Desk software and provide first-line technical assistance.
Proposed Interview date week beginning 10th June
Main duties of the job
MAIN DUTIES
- Participate in all duties relating to First Line IT Support including, but not limited to serving as the SPOC (Single & first point of contact) for users seeking technical assistance over the phone, walk in, email, chat or via the self-service portal.
- Support service users in the Central Court tech bar.
- Use technical knowledge and skills to provide first line telephone technical support to all levels of staff across Bromley Healthcare and its customer sites for the range of IT systems including but not limited to:
- MS Office and Office 365
- Windows 10/11
- Smartphone and tablets using IOS & Android operating systems.
- Hardware (Laptops/Desktops/Smartcards/printers and scanners)
- 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
- Supporting other bespoke systems
- Log detailed and accurate reported events, incidents and service requests on the service desk (ITSM) tool.
- Investigate support issues and escalating as and when required to the Service Desk Manager (SDM) or other teams as appropriate.
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 dependent 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, the 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
RESPONSIBILITIES
- When required assign reported incidents and service requests to the relevant internal or external 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 the Service Desk team.
- Liaise with 3rd party suppliers involved to fix outstanding issues and provide feedback to customers. Escalate outstanding issues to 2nd and 3rd line support.
- Support user management and JML (joiner, mover and leaver) processes, including corporate induction day support.
- Provide reports, using the ITSM software, for the SDM and other senior staff as and when requested.
- Support users on external networks on the phone and using remote control software.
- Assist the SDM in managing daily backups and file restorations.
- Contribute to creating and updating knowledge base articles and SOPs.
- Be largely responsible for managing own workload a working with minimum supervision from their line manager.
- Undertake other responsibilities from time to time as agreed with the IT Service Desk Manager.
- Able to work during the service desk support hours in your assigned shifts on a rota basis including if required weekend and evening shifts.
Person Specification
Qualifications
- Educational IT related qualification -A level/GCSE or equivalent equivalent experience in a similar role
- Specialist IT related qualification or equivalent experience
- Technical accreditation ITIL qualification
Specific Skills
- Knowledge of Windows 10, Apple IOS, Office, Web browsers and Internet Technologies
- Excellent communication and interpersonal skills
- Experience of working across organisations and troubleshooting
- Windows 11/ Knowledge of NHS Mail
Experience
- Experience in an Information Technology (IT) related support field Good operational use of MS Office product suite
- Experience of working in a busy team environment managing multiple priorities and deadlines effectively.
- Experience of working in IT Service Desk 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.
Employer details
Employer name
Bromley Healthcare CIC
Address
Central Court
1 Knoll Rise
Orpington
BR6 0JA
http://www.bromleyhealthcare.org.uk/
- Company
- Bromley Healthcare CIC
- Location
- Orpington, United Kingdom BR6 0JA
- Employment Type
- Permanent
- Salary
- £27129.00 - £28649.00 a year
- Posted
- Company
- Bromley Healthcare CIC
- Location
- Orpington, United Kingdom BR6 0JA
- Employment Type
- Permanent
- Salary
- £27129.00 - £28649.00 a year
- Posted