Job Description

One of the UK's leading private provider of mental health services have two opportunities for 1st line helpdesk support at entry graduate and junior helpdesk support level to assist with hardware and software problems via phone and ticketing system.

Key Responsibilities:

  • To maintain a high degree of customer service for all support queries and adhere to all service management
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log all calls on the tickets logging system and maintain full documentation
  • Maintain a log of any software or hardware problems detected
  • Support users in the use of hardware equipment by providing necessary advice
  • To allocate more complex service issues to the relevant IT Support member
  • To arrange for external support visit where problems cannot be resolved
  • Ensures that internal SLA’s and ITIL processes are followed

About You:

Entry Graduate Level

  • Relevant 1st Line / Helpdesk Support Experience would be beneficial, but is not essential
  • Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 7/10/XP)
  • Experience using and troubleshooting Libra & MS Office Suite (2003,2007,2010 &2013)
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation)
  • Basic understanding of Active Directory & Exchange Server
  • Basic understanding of setting up Mobile devices, Tablets, iPads
  • Basic understanding of PC hardware set-up and configuration
  • Excellent telephone manner and face to face communication skills
  • IT related degree would be beneficial, but is not essential

Junior 1st Line Helpdesk Support

  • Same responsibilities as entry graduate level position with additional requirements;
  • Basic understanding of Printers Set-up & Maintenance

Please note: All successful applicants will be subjected to a DBS disclosure