1st Line Support Associate - Orpington, United Kingdom - Bromley Healthcare

Bromley Healthcare

Verified Company

Orpington, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 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 5th April 2024

MAIN DUTIES
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

E-mail

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

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.

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.

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.