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1st Line Support

2 months ago

England, United Kingdom Cera Full time €300

Position: IT Service Desk Analyst Reporting to: IT Service Desk & Systems Team Leader
Contract type: Full Time, Permanent, Remote Working

Cera is a digital-first healthcare-at-home company delivering care, nursing, telehealth and repeat prescription services in people’s homes via technology. In under five years, Cera has expanded to 10,000+ staff across the UK and Germany, delivering 40,000+ healthcare visits a day, and has grown from zero to nearly $300M revenues.

Every day, Cera delivers healthcare services equivalent to 40 hospitals or 1,000 care homes, and has grown 100-fold over the past two years making it one of the fastest growing businesses in Europe.
Cera currently holds more than 160+ partnerships with the NHS and local authorities, and the company’s technology is used by 2,000+ businesses nationwide. It’s technology predicts health deteriorations in patients 30-fold faster than traditional care companies, with its Professional Carers and Nurses responding to over 5,000 ‘high risk’ alerts each day.
Since the outset of the COVID-19 pandemic, Cera has delivered 10 million healthcare visits in people’s homes, created 10,000 jobs, and licensed it’s recruitment technology to the UK Government Department of Health to recruit 50,000+ people into healthcare careers.

Part of the existing IT Service Desk who are the first point of contact for all IT support related requests, we have an exciting opportunity for the right individual to join our expanding technology team. We are looking for someone who has a passion for delivering a first class IT service to our internal customer base and a want to drive continuous improvement.
The ideal candidate would be someone who has a good mix of both customer service and technical skills.
The successful candidate will report into the IT Service Desk & Systems Team Leader and have responsibility for the following:

Application Support
Providing support for end-user applications (e.g. Systems Support
Providing support for operating systems (e.g., Windows, macOS).
network connectivity, hardware malfunctions).
Logging and categorising incoming support requests.
Providing first-level support and troubleshooting.
Escalating complex issues to higher-level support teams.
Handling user requests for IT services (e.g., password resets, account creation, software installations).
Contributing to root cause analysis and resolution.
Customer Service
Providing excellent customer service to all users.
Building strong relationships with customers.
IT Asset Management
Tracking IT assets (hardware, software, licences).
Coordinating asset disposal and recycling.
Ensuring compliance with asset management policies.

Analysing data to identify trends and areas for improvement.

Onboarding new users and providing IT orientation.
Supporting remote workers and mobile devices.
Participating in IT projects and initiatives.
Adhering to IT security policies and procedures.

Ability to determine correct workload priorities for the Service Desk Team.
~ Ability to coach team members and provide necessary training to improve skill sets.
~2 years plus experience of working in a Service Desk support function,
~ Proven track record of the supervision of staff and/or contractors where appropriate.
~ Supports and motivates others, encouraging them to achieve their goals, in alignment with business goals
~ ITILv3 or v4 foundation or basic understanding of best practice.
or transferable skills within Microsoft O365 space.
Knowledge of Microsoft based Operating Systems and Chrome OS.
Experience using Remote Access Tools to support colleagues at different locations.
Hands on experience building/configuring hardware and deploying software.
Basic/Good understanding of technology from networking/hardware/software perspective.
We offer flexible working hours and remote working arrangements,
~25 days holiday + your birthday off on top of bank holidays
~ Mobile phone, laptop and full remote IT package setup to work remotely.
~ Company pension scheme
~ Training and development for your role and future career development
~ Competitive salary, discretionary bonus and long term employee schemes
~ Lifeworks discount platform and Employee Assistance Programme
~ Refer a Friend scheme
~ Service and Recognition awards


We champion diversity, inclusion and well-being to create a workplace where you value yourself and feel proud of who you are. People from cultural or gender diverse backgrounds, women and people with disabilities are encouraged to apply.

Our team is made up of academics, innovators, start-up accelerators and care experts, all connected by a vision to build a better future for care through the combination of best-in-class carers, empowered by technology.