IT Support Specialist
4 weeks ago
Job Summary
The University Hospitals Plymouth NHS Trust is seeking a highly skilled and motivated IT Support Specialist to join its team. As a Service Desk Technician, you will be the first point of contact for users requesting IT services or reporting IT-related faults.
The successful candidate will have the opportunity to develop their technical, administration, and customer service skills while working under supervision. You will be expected to log and/or resolve incidents received via telephone, self-service, or email in a fast, friendly, and efficient manner.
Main Responsibilities
- To record IT-related requests and reports of faults from telephone calls, voicemails, emails, and other sources to the IM&T Service Desk.
- To actively monitor telephony, email, and voicemail support queues to the Service Desk.
- To be courteous, helpful, flexible, and responsive to users at all times.
- To resolve technical problems of varying complexity within appropriate guidelines.
- To accurately record information given by the end user to enable the relevant technical staff to respond to the issue.
- To correctly forward logged calls to the appropriate technical team for resolution.
- To follow defined procedures to ensure that a standard approach is maintained.
- To direct customers to appropriate sources of self-help information.
- To undertake a variety of First Point of Contact fixes, such as password resets, setting up a VPN profile, enabling accounts, and more.
Person Specification
- Five GCSEs of 4-9 (A*-C) or other relevant qualifications or equivalent demonstrable experience.
- Good communication skills, written or verbal.
- Attention to detail.
- Willingness to undertake further training and development.
- Positive attitude.
About the Role
This is an exciting opportunity to join a dynamic team and contribute to the delivery of high-quality IT services to the University Hospitals Plymouth NHS Trust. If you are a motivated and enthusiastic individual with a passion for IT, we encourage you to apply for this role.
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