About us Totally PLC are a supplier of healthcare services working closely with the NHS to deliver quality care across the UK, Totally work in partnership with the NHS to provide a full range of Urgent Care Services including NHS111, GP out-of-hours (GPOOHs), Clinical Assessment Services (CAS) and Urgent Treatment Centres (UTCs), through its subsidiary businesses across England. Our service desk aims to deliver a high quality IM&T support service to the business and our partners. As a Service desk Analyst you will be managing Service desk incidents and requests in an efficient and customer focussed way, supporting our first line engineers. Please note that this role includes shifts that cover our service desk opening times between the hours of 08:00 – 18:00 Monday – Friday. About the role: As a Service desk engineer you will deliver quality customer service and support to the business and our stakeholders. Our engineers are responsible for logging faults resolving tickets for our customers over the phone, face to face and using our ticketing system. A key part of the role is logging accurate data against tickets, escalating where appropriate and ensuring all information is logged and presented professionally. This role will be office based with both on and off the job training and support. You will work alongside our established IM&T team. Applicants should be aware that this role is subject to a background check through the Disclosure & Barring Services (DBS). About you: You will be a self-starter and a team player, with a strong work ethic and a desire to learn while working under pressure. You will also be a strong communicator with the ability to explain technical concepts to non-technical people without the use of Jargon. You will be able to manage, prioritise and coordinate your work effectively as well as demonstrate excellent self-management including timekeeping and attendance. You will have a passion for IT and experience in a customer service environment. Experience working towards SLA and the ability to adapt to in an ever changing environment is also desirable. You will also demonstrate a high level of customer service and professionalism as you will be supporting stakeholders throughout the business. Key Responsibilities: First line support over telephone, email and face to face Second Line support over telephone, email and face to face Hardware configuration, maintenance and installation Active directory support, creating and maintaining user accounts and permissions Windows 10/11 support, configuration and maintenance Microsoft Office support Mobile phone (Android and IOS) and VOIP support In house system support Managing stock and ordering equipment Printer support, configuration and installation Supporting management team and infrastructure with project and change work where needed Basic Networking support and Troubleshooting, DHCP, home networking and Wifi Creating and maintaining support documentation and user guides Qualifications, Experience & Training… Minimum GCSE grade C or 4 In Maths and English Qualification in IT desirable but not required as full training provided Previous experience in a customer service and technical support role. Rewards & Benefits… 25 days annual leave (plus bank holidays) My Totally (online discount portal) 6% Employer Pension contribution Employee assistance program Virtual GP Services – 24/7 GP Appointments WeCare Wellbeing Background Checks & Clearance Successful candidates will be required to successfully complete pre-hire checks, including, but not limited to Right to Work in the UK as well as a Disclosure and Barring Background (DBS) check. You can contact the team on email: [email protected] Other details Pay Type Salary Min Hiring Rate £28,305.00