First Line Support Associate
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 responsible for logging reported faults and requests for the 1,500 Bromley Healthcare users using the Service Desk software and providing first-line technical assistance.
Service Desk hours are 8:00 am to 8:00 pm, Monday through Friday, and 8:00 am to 4:00 pm on Saturday. The candidate will be assigned shifts on a rota basis covering these hours in the week and at weekends.
Main duties of the job
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:
o MS Office and Office 365
o E-mail
o Windows 11
o Smartphones and tablets using IOS & Android operating systems.
o Hardware (Laptops/Desktops/Smartcards/printers and scanners)
o Setting up and administering user accounts using Active Directory
o Setting up and administering email accounts.
o Managing network folder access
o Management of accounts and permissions on bespoke systems
o Supporting other bespoke systems
About us
Bromley Healthcare, as a community interest company, offers an extensive array of services ranging from community nursing, including district nursing and health visiting, to specialised nursing care, along with therapy services catering to individuals across various age groups.
Compensation is contingent upon NHS experience and current banding/pay point.
We provide an outstanding benefits package, which includes pension schemes, discounted gym memberships, a cycle-to-work scheme, access to home furnishings and electronics, access to Employee Assistance Program (EAP), discounts at various high street retailers, eligibility for the Blue Light Card, the opportunity to apply for low-interest personal loans, and an excellent lease car scheme. Additionally, we are continuously striving to enhance our employee benefits offerings.
Job description
Job responsibilities
Log detailed and accurate reported events, incidents and service requests on the service desk (ITSM) tool.
Investigate support issues and escalate as and when required to the Service Desk Manager (SDM) or other teams as appropriate.
Update and action assigned tickets in a timely, accurately classified and appropriately detailed manner.
Assure that the agreed SLA are being met for all the tickets.
Undertake daily morning checks assigned to the Service Desk when requested to do as well as weekly, monthly and quarterly checks and audits.
Contribute to service improvement, making suggestions to optimise performance and automation within the Service Desk.
Provide prompt feedback and updates on requests to service users. Using effective written and verbal communication skills, explain complex IT solutions in a polite, clear and comprehensive manner that all users are able to understand.
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 the customer. 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 the external network 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 their own workload and 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
- GCSE or equivalent passes at grade 4 or above. Specialist IT related qualification or equivalent experience.
- Technical accreditation ITIL qualification
Specific Skills
- Technical support knowledge of most of the following: oWindows 10 SW & HW oPrinters and scanners oApple iOS/Android oMicrosoft 16 and 365 Basic Skills oWeb browsers and internet technologies
- Customer focussed with excellent written and oral communication skills.
- oWindows 11 and 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.
- Works effectively and flexibly individually and as part of a team to meet the needs of the service
- IT Support within NHS environment
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
Employer's website
http://www.bromleyhealthcare.org.uk/