Technical IT Support Specialist for Care Homes
2 days ago
We are seeking a skilled Technical IT Support Specialist to join our team in Gloucestershire, supporting our care homes with technical expertise.
As part of our IT Service Desk, you will be responsible for resolving calls in the 1st and 2nd line queues, escalating incidents and requests, and ensuring excellent customer experience.
You will take ownership of assigned tickets and collaborate with the team to maintain high-quality information gathering and documentation.
About You:This role involves working closely with our IT Service Desk Manager, occasionally visiting care homes to troubleshoot telephony, networking, and desktop computing issues.
You will serve as a positive ambassador for IT, empowering staff to utilize technology effectively and providing valuable insights to improve IT services.
The ideal candidate will have excellent communication skills, ability to work independently, and be proficient in troubleshooting and resolving complex IT issues.
Key Responsibilities:- Provide exceptional technical support to non-IT staff, logging all calls with high standards of user experience and information quality.
- Triage and escalate complex issues to third-line support colleagues, following internal IT policies.
- Escalate requests and incidents based on priority, impact, and complexity to internal and external resources, maintaining ownership throughout the lifecycle.
- Support best practice service management by adopting existing policies and procedures, contributing to the development of new ones.
- Review, amend, and create call scripts and service intelligence documentation to enhance IT team effectiveness and employee experience.
We offer a hybrid working policy, requiring a minimum of 2-3 days in the office, with flexible remote work arrangements.
Benefits include:
- Contributory company pension scheme
- Life assurance
- 25 days' holiday + Bank Holidays
- Free parking
- Access to Blue Light Card offering discounts on shopping, holidays, cinema, dining, and more
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