Contract Type: Permanent
Hours: Monday to Friday 37.5 hours per week
Salary: From £27,000 depending on experience
Job Summary
The Technical Support Specialist will provide 1st and 2nd line technical support, answering queries and resolving issues within SLA. They will commission and maintain services, software, equipment and devices to a wide range of customers and sites throughout the UK. Assist in maintaining, upgrading and developing local and cloud-based infrastructure. Make recommendations for continual service improvement and take a proactive approach in incident and problem management.
This role has the potential to grow and take on additional responsibilities within different business areas.
Duties and Responsibilities
As a member of the support team, duties and responsibilities include:
· Building strong relationships with customers, maintaining a high customer satisfaction rating.
· Logging and prioritising support calls within the support desk platform and offering experience and advice to resolve issues.
· Maintaining detailed asset databases and stock records.
· Carrying out user administration and set up in various systems.
· Shipping of equipment and consumables to customers or colleagues.
· Providing remote administration and management of equipment, devices and software.
· Occasionally visiting client sites throughout the UK to provide onsite support and training.
· Completing out of hours responsibilities as allocated on the Group IT rota.
· Assisting with software testing along with daily/weekly/fortnightly checks and responding appropriately to any issues identified.
· Assisting in problem management and providing root cause analysis when needed.
· Adhering to change control policies, attending meetings if required.
· Assist in maintaining an internal and end-user documentation and knowledgebase.
· Conforming to strict policies and information governance.
· Supporting colleagues with technical queries.
· Assisting with technical and operational audits and certifications as required.
· Assisting the Senior Support Specialist, Operational Performance and Quality Manager and Director of Operations, or other colleagues when requested.
Professional Experience
Competencies:
· Ability to prioritise and organise a heavy workload
· Fantastic problem-solving skills along with the ability to remain calm under pressure
· Can use Microsoft Office Outlook, Word and Excel confidently
· Ability to use spreadsheet and email applications
· Minimum 2 years working in 1st or 2nd line IT support
· Extensive customer service experience, including over the telephone and in-person
· Call logging and service desk systems/processes
· Fundamental networking skills, including WiFi and Bluetooth
· Experience of Microsoft Windows Server, Active Directory and group policy
· Excellent verbal and written communication
· Organisation and prioritisation of own workload and customer requests
· Ability to learn quickly and master bespoke software and hardware
Personal:
· Having a professional appearance and demeanour at all times
· Good team player
· Having a flexible approach to work
· Remaining calm under pressure
· Non-judgmental
· Able to remain confidential at all times
· Excellent concentration skills
Confidentiality
· While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
· In the performance of the duties outlined in this Job Description, the post holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
· Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
· Health & Safety
· The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to
include attend risk management training and contribute to risk assessment audits.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
· Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
· Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
· Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights
Safeguarding Children and Vulnerable Adults
Safeguarding is everyone's responsibility, and all employees are required to act in such a way that always safeguards the health and wellbeing of children and vulnerable adults. Familiarisation with, and adherence to, the DHC Safeguarding Policies and any associated guidance is an essential requirement of all employees as is participation in related mandatory/statutory training. All employees must ensure that they understand and act in accordance with this clause.
If you do not understand exactly how this clause relates to you personally then you must ensure that you seek clarification from your immediate manager as a matter of urgency.
Equally, all managers have a responsibility to ensure that their team members understand their individual responsibilities regarding Safeguarding Children and Vulnerable Adults and PREVENT.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the centre as part of this employment, such training to include:
· Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
· Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
· The post-holder will strive to maintain quality within the company and will:
· Alert other team members to issues of quality and risk
· Assess own performance and take accountability for own actions, either directly or under supervision
· Work effectively with individuals in other agencies to meet patients’ needs
· Effectively manage own time, workload and resources.
Responsibility for Policy and Service Development Implementation
The post-holder will:
· Adhere to company policies and procedures.
· Propose Changes to working practices or procedures within own work area.
· Discuss with other members of the team how the policies, standards and guidelines will affect own work
· Participate in audit where appropriate
Pay: From £27,000.00 per year
Work Location: In person
