Service Desk – 1st Line Support Engineer
Salary £24,231 per annum.
This role is office based during the week, located at 4F, Station House, Stamford New Road, Altrincham, WA14 1EP. Ability to work from home during evenings and weekend shifts. Full time 37.5 hours per week. Shift patterns on a rota: 07:00‑03:00, 08:00‑04:00, 09:00‑05:00, 16:00‑00:00, weekend 07:00‑19:00.
We’re creating brighter days. Fresh challenges. Exciting opportunities. Plenty of ups, downs and curveballs. With a career as 1st Line Support Engineer at City and County Healthcare Group, every day will be different to the next. Each will offer you the opportunity to do meaningful and rewarding work that makes a real difference to our clients' lives and your career.
Job Description
This role provides first level IT support and IT administration duties to all end users seeking IT assistance. It includes basic IT support requests such as password resets, creating user accounts, amending file permissions and basic configuration tasks on key operational systems, and may also support the Desktop Services team in provisioning mobile devices and laptop imaging.
Key Duties / Responsibilities
* Triaging and categorising IT tickets to ensure efficient assignment to appropriate support teams.
* Providing updates on existing IT tickets to end users when requested.
* Chasing approvals and processes on open requests.
* Escalating unresolved or breached SLA issues to senior team members when necessary.
* Providing IT support such as reboots, password resets, creation of user accounts, email accounts and folder permissions.
* Performing IT administration tasks on core operational business systems.
* Acting as an overflow for support phone calls when lines are exceptionally busy.
* Supporting the Desktop Services team with ad‑hoc duties such as packaging items for delivery.
* Assisting in configuring IT hardware including mobile phones, tablets, laptops and desktops.
* Basic software installations.
* Monitoring the IT Service Desk call log to ensure that all calls are progressed, chased and escalated where appropriate.
Qualifications
* A passion for IT and developing an IT support related career.
* Ability to absorb and retain information quickly.
* Highly self‑motivated and directed.
* Keen attention to detail.
* Proven analytical and problem‑solving abilities.
* Ability to effectively prioritise and execute tasks in a high‑pressure environment.
* Exceptional customer service orientation.
* Experience working in a team‑oriented, collaborative environment.
* Approaching the customer with a positive attitude at all times.
* Being friendly and helpful even during stressful events.
Benefits
We offer thorough training and the opportunity to develop through self‑directed learning, coaching conversations, e‑learning modules and access to further qualifications and courses. You'll have the support to develop your career, either within your branch or the wider City & County Healthcare Group. We’ll also empower you to feel proud of the impactful and meaningful work that you do.
* 25 days holiday plus bank holidays.
* Purchase up to 5 days annual leave.
* Birthday off.
* Occupational maternity, adoption and paternity pay.
* Death in service payment.
* Occupational sick pay.
* Subject to terms and conditions and qualifying period.
We see extraordinary achievements for our clients everyday thanks to our talented and committed workforce. We want to transform the care industry by driving positive change. As the largest care company in the UK, we have the size and success to offer you a grand career opportunity, choice, and security. Be part of our journey.
City and County is an Equal Opportunities Employer.
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