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- Provide first-line technical support via phone, email, and in-person to users across a broad spectrum of businesses.
- Troubleshoot and resolve a variety of IT issues, such as hardware malfunctions, software errors, and network connectivity problems.
- Log and track support requests using the IT service management (ITSM) system, ensuring accurate documentation of all interactions and resolutions.
- Monitor IT systems and services, ensuring any issues are promptly identified and dealt with, minimising downtime for users.
- Provide support for standard applications and systems, as well as peripheral devices such as printers, scanners, and mobile devices.
- Escalate complex issues, ensuring clear communication about the problem and steps taken so far.
- Support the onboarding and offboarding of staff, including setting up hardware, software, and user accounts.
- Perform basic system maintenance tasks, such as software updates, patches, and virus scans, to ensure the smooth operation of IT systems.
- Assist in the management of IT asset inventories, ensuring that all devices are tracked and updated in the system.
- Adhere to the client IT policies and security standards, ensuring compliance with confidentiality and data protection regulations (e.g., GDPR, NHS Data Security and Protection Toolkit).
- Experience working for a Managed Service Provider (MSP) and familiarity with managing support contracts and SLAs.
- Strong knowledge of common desktop operating systems (Windows, MacOS) and mobile devices (iOS, Android).
- Basic networking knowledge to assist with issue troubleshooting (TCP/IP, DNS, DHCP, VPN).
- Experience with IT service management (ITSM) tools and ticketing systems.
- Excellent communication skills, with the ability to clearly explain technical issues to non-technical users.
- Strong problem-solving and troubleshooting abilities, with a methodical and patient approach to resolving issues.
- Ability to manage and prioritize multiple tasks effectively in a fast-paced environment.
- A commitment to providing excellent customer service and support.
- IT certifications such as ITIL Foundation, CompTIA A+, or equivalent.
- Familiarity with NHS-specific systems, applications, and hardware (e.g., Smart Card’s, SystmOne, NHS mail etc.).
- Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop, SimpleHelp).
- Knowledge of IT security practices and familiarity with NHS security frameworks.
- Experience with Active Directory and user account management.
- Knowledge of healthcare-specific systems and standards (e.g., NHS Digital, HSCN, NHSmail).
- Microsoft 365 administration experience.
- SharePoint 365 experience
- Full-time, 37.5 hours per week.
- Some travel may be required between sites or client locations.
