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Job Description

IT Helpdesk Support - 1st Line 

Location: Sevenoaks, Kent

Pay: £22’000 - £25’000 per annum

Days: FT Monday – Friday – 40 hours per week (8am - 17:30)

Contract Duration: Permanent Role

Active Directory. 1st Line, 2nd Line, Service Desk Analyst, Helpdesk Support


A brilliant permanent opportunity has arisen working for a fantastic company within the healthcare sector based in Kent, with occasional requirement to travel to other sites. You will be working alongside a fantastic team, as part of a centralised Service Desk, acting as the first point of contact for all IT support queries whether it be via phone, email or face to face.

The role will include logging and managing support requests on our internal Service Desk system, problem diagnosis, work allocation and resolution while working to Service Level Agreements. It requires an excellent understanding of, and commitment to good customer service, along with a solid understanding of I.T.

Duties & Responsibilities:

  • Queries could include or be related to but not limited to:

Network Accounts; System Accounts; Firewalls; Routers/Switches; MS Exchange; Servers; VPN; Telephone System; Active Directory; Group policy; Mobile Phones; Tablets; Printers; Scanners; Photocopiers; Faxes; Projectors; PC’s / Laptops; Monitors & Peripherals; Landline Phones; Microsoft Office Products; Sage X3; Adobe Professional/Reader; Java; SharePoint; Anti-Virus; Popular Internet browsers; In house custom Software; Ticketing System; Encryption software

  • To resolve as many queries on first contact as possible within the remit of the team and within knowledge. To escalate within the team if you are unable to deal directly and to ensure knowledge is gained going forward
  • To log all queries on the Service Desk management software ensuring ‘tickets’ are fully noted, categorised and assigned and managed within SLA’s
  • To prioritise and escalate tickets accordingly
  • To identify problems from repeat incidents and escalate internally
  • To be able to provide meaningful instruction to users at their technical level of understanding and be able to advise users on best practice (E.g. File management and storage issues)
  • To provide general support including support Microsoft Office products
  • To administrate company mobiles phones and provide guidance
  • Administration of user accounts using Active Directory
  • Support printer and photocopiers and liaise with the leasing company to manage fault resolution and facilitate meter readings.
  • To provide the highest level of 1st & 2nd Line user support, both technical and non-technical, to new and existing Clinical and Administrative members of staff across the Group, this may include areas of system training using remote tools, in person or a group.
  • To assist in maintaining and developing the positive reputation of the team and of IT as a whole, and where possible create and sustain proactive links with ward staff, hospital management and other departments across the group.
  •  Undertake any reasonable request within own competencies and understanding.
  •  Ensure data security, & also adhere to policies & procedures at all times.
  • Provide any additional support to any team member as required.
  • Uphold procedures and guidelines set out by the Business Systems & Service Delivery Team.
  • Follow Health Care Policy and Procedures and maintain level of service, which meets the standard for the Health Care Group.

Essential Requirements:

  • Great experience of 1st Line Support or Customer service with technical ability
  • Strong overall team ethic with ability to use own initiative to complete tasks
  • An excellent understanding of, and commitment to good customer service
  • A hardworking and committed individual
  • A helpful, polite, enthusiastic, and positive manner


Apply Today!

This job has now been filled but you may be interested in:


Oracle SBC Engineer

£425 - £425

Oracle SBC Engineer

Location: Berkshire

Salary: TBC 

Contract Duration: 6 months (possible extension)

Interconnect SBC Engineer, Ericsson SBG/BGF, Session Border Gateway, High Level Design, Node Design, System Level Design, Session Border Controller,

A successful Telecommunications company is seeking an experienced Interconnect SBC Engineer to work on a 6 months project based in Berkshire. The successful candidate will be expected to be of expertise level in Oracle SBC and/or Ericsson SBG/BGF, with ability to take lead of their technical team when necessary using clear and concise communication.

The successful person will hold the following skills and experience:

  • Oracle SBC and/or Ericsson SBG/BGF expertise
  • Design knowledge from both node and system level
  • Able to produce HLD and Migration Approach/Strategies
  • Excellent working knowledge of Interconnect business and Other Licenced Operators (OLO) needs and demands
  • Ability to lead technical team in meetings, discussions
  • Excellent written and oral communication
  • Ability to simplify complex issues and present status into project management team and senior management team
  • Excellent attention to detail
  • Can Do attitude/Self starter
  • Works well in a team – both virtual and when co-located on same site

If you have experience with the above, please apply today for consideration.

Successfully shortlisted candidates will be contacted.