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IT Service Support Analyst

2 months ago

Darlington, United Kingdom HC One Full time
The IT Support Service Desk is the central point of contact for IT queries from HC-One staff in care homes, Support Office and remotely. The Service Desk strives to set the standard of behaviour for customer engagement, playing a key customer advocacy role, developing, and delivering services that support our user needs and inform IT Services delivery.

The team act as user champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help.  The Service Support Analyst role is essential in providing technical IT support and assistance to the whole HC-One Group.

IT Service Support Analysts are information professionals and advocates of excellent customer service. You will report to an IT Service Desk Lead and work within a team of Service Support analysts to resolve a wide range of user issues and requests relating to IT services. 

Fielding a wide range of contacts via Telephone, email, IT portal and walk ups, you will manage the resulting incidents and service requests through to conclusion, in line with incident management and request fulfilment processes measured against Service Desk objectives and ITIL Best Practices.
  Closing Date: Friday 20th September 2024

You will hold a Level 3 IT Qualification, or equivalent, and have a minimum of 2 years prior experience in a tech support, desktop support, or a similar role with experience using ticketing systems to process user requests and issues, ideally with experience working within an ITIL Framework.

Proficient in managing Microsoft Office 365 application Suite, you will have intermediate skills in understanding and managing Microsoft Active Directory services and have experience with remote desktop applications and help desk software.

Customer focussed, you will have excellent interpersonal, written and verbal communication skills, a high level of attention to detail and problem-solving skills.

Safeguarding is everyone's responsibility and therefore it is important that you are able to recognise the signs which may indicate possible abuse, harm or neglect in its different forms and know what to do if there are any concerns. All colleagues are required to attend safeguarding training appropriate to their role and to undertake additional training in associated areas. You also have the ability to seek appropriate advice and report concerns, including escalation if action is not taken.



HC-One offers professional residential, nursing and specialist dementia care for older people. We aim to be the first choice care home in each community for Residents and Colleagues; we will achieve this mission through providing the kindest possible care to Residents in over 280 care homes across the United Kingdom.

We are very proud of our outstanding team at HC-One. They are caring, warm-hearted and professional people who have a clear understanding of our Residents individual needs, choices and wishes.

We are passionate about ensuring that our current and future Colleagues can be their true selves, and that our workforce represents the communities we serve. We prioritise inclusive working practices and invite applicants from all backgrounds into our HC-One family.

What HC-One offer

Complimenting your salary, you will enjoy access to a huge variety of benefits and services to support your physical and psychological well-being and throughout your career we will invest in you and you will enjoy additional support and benefits including:

  • Award-winning learning and development
  • 25 days annual leave
  • An opportunity to learn from experienced colleagues as part of an outstanding and committed team.
  • GP online - providing around the clock GP consultation via an interactive app - available to you and your children under 16
  • Colleague discounts - Access to over 1600 high street discounts including carefully selected discount partners
  • Wellbeing - free of charge access to an independent and confidential Employee Assistance Programme. This gives Colleagues and their family access to 24/7 365 support for a whole range of issues including physical, mental and financial issues
We want you to have an amazing experience working at HC-One, starting with our commitment to providing the quickest possible turnaround from the point of making you a job offer to you starting with us on day one.