About us
Totally PLC are a supplier of healthcare services working closely with the NHS to deliver quality care across the UK. Totally work in partnership with the NHS to provide a full range of Urgent Care Services including NHS111, GP out-of-hours (GPOOHs), Clinical Assessment Services (CAS) and Urgent Treatment Centres (UTCs), through its subsidiary businesses across England.
Our service desk aims to deliver a high quality IM&T support service to the business and our partners. As a Service desk Analyst, you will be managing Service desk incidents and requests in an efficient and customer-focused way, supporting our first line engineers.
Please note that this role includes shifts that cover our service desk opening times between the hours of 08:00 - 18:00 Monday - Friday.
About the role:
As a Service desk engineer, you will deliver quality customer service and support to the business and our stakeholders. Our engineers are responsible for logging faults and resolving tickets for our customers over the phone, face-to-face, and using our ticketing system. A key part of the role is logging accurate data against tickets, escalating where appropriate, and ensuring all information is logged and presented professionally.
This role will be office-based with both on and off the job training and support. You will work alongside our established IM&T team as well as an external provider to work towards a level (blank) qualification in (Blank).
Applicants should be aware that this role is subject to a background check through the Disclosure & Barring Services (DBS).
About you:
You will be a self-starter and a team player, with a strong work ethic and a desire to learn while working under pressure. You will also be a strong communicator with the ability to explain technical concepts to non-technical people without the use of jargon. You will be able to manage, prioritise and coordinate your work effectively as well as demonstrate excellent self-management including timekeeping and attendance. You will have a passion for IT and experience in a customer service environment. Experience working towards SLA and the ability to adapt in an ever-changing environment is also desirable. You will also demonstrate a high level of customer service and professionalism as you will be supporting stakeholders throughout the business.
Key Responsibilities:
First line support over telephone, email and face to face
Second line support over telephone, email and face to face
Hardware configuration, maintenance and installation
Active directory support, creating and maintaining user accounts and permissions
Windows 10/11 support, configuration and maintenance
Microsoft Office support
Mobile phone (Android and IOS) and VOIP support
In-house system support
Managing stock and ordering equipment
Printer support, configuration and installation
Supporting management team and infrastructure with project and change work where needed
Basic networking support and troubleshooting, DHCP, home networking and WiFi
Creating and maintaining support documentation and user guides
Qualifications, Experience & Training:
Minimum GCSE grade C or 4 in Maths and English
Qualification in IT desirable but not required as full training provided
Previous experience in a customer service and technical support role.
Rewards & Benefits:
25 days annual leave (plus 3 buy back days)
My Totally (online discount portal)
6% Employer Pension contribution
Share save scheme
Opportunities for career development
Employee assistance program
Virtual GP Services - 24/7 GP Appointments
WeCare Wellbeing
Other details:
Pay Type: Salary
Hiring Rate: £28,305.00
Apply Now
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