IT SUPPORT TECHNICIAN -1ST/2ND LINE -ESSEX - UP TO £34k

Digital Gurus Recruitment ,
Basildon, Essex
More Details
Salary: £32000.00 - £34000.00 per annum

Overview

IT SUPPORT TECHNICIAN - 1ST/2ND LINE - HEALTHCARE - ESSEX Our client is a leading UK Healthcare organisation with offices in Essex. Due to continued growth they now urgently need an IT Support Technician (1st / 2nd Line Support) to support employees by resolving technical problems, maintaining all knowledge base, configuration management database and IT policies and procedures with Service Desk Manager. The IT Support Technician will be expected to be first point of contact and provide 1st and 2nd line support to two sites, based in Basildon Essex and remote support for our external colleagues. KEY TASKS AND RESPONSIBILITIES: · Ensure ITSM tools are used to maintain records of incidents/tickets, knowledge and service requests throughout the entirety of the tickets lifespan and maintaining communication with user(s). · Assist IT Manager in research and testing of new technologies to be used by the IT Department and throughout the business. · Work closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction. · Pro-active action taken to assist with ongoing projects. · Populate and develop IT knowledge base. · Create, monitor and update key policies and procedures, including CMDB and new starter/ leaver process. · Analyse incident, problem and change data to identify the underlying root causes and propose resolutions. · Monitor and maintain all systems - including patching, windows versions and security updates. · Carry out general Sage X3 ERP system maintenance. · Hardware refresh, replacing IT hardware with new IT equipment - continuous rolling three-year life cycle program. · Perform 1st line network diagnostics. · Floor walk and weekly check of meeting room equipment, labelling of IT environment/tidying of comms and store rooms. · User Training/Introductions to new elements. · Other duties as assigned. KEY ACCOUNTABILITIES · Provide the 1st point of contact for all Service Desk Incidents and Requests for Change. · Ensure SLAs and KPIs are met. · Resolve all 1st and 2nd line queries and escalate where required to the 3rd line when appropriate. · Provide support across the following Servers, Desktop, Software, Printers, Remote Access and Mobile Devices. · Accountable for Service Desk system and ticket management. PERFORMANCE STANDARDS: · Maintain professional standards at all times. · To be punctual, maintain dress standards, be polite and courteous to internal and external customers at all times. · To act in an efficient and professional manner at all times. · To maintain a high level of confidentiality, as appropriate to the circumstances. · To be approachable, helpful and flexible in attitude at all times. · Ability to work under pressure. This is an exciting opportunity to develop and progress with a forward thinking organisation that rewards achievers Shortlisting today so make contact to find out more This job was originally posted as www.totaljobs.com/job/89947861

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