About The Role
This role is mostly remote with occasional travel to our Colchester or Southampton Office.
This is a shift based role, working 4 days on / 4 days off.Covering the 24x7 Service Desk Support on a 10.5 Hour Shift.
Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. We’re proud to be at the forefront of developing new and exciting ways to support the nation’s health too, helping patients to maximise their wellbeing and live life to the full.
When you’re part of the Practice Plus Group team, you don’t just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. We’ll help you be the best you can be.
We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance – so we always try to be flexible, helping you fit your working life around your home life.
What you'll be doing
End to End management of Tickets and Service Requests reported by the users, achieving first time fix where possible. Escalating and liaising with other business units / 3rd parties as required in order resolving issues within the defined SLA.
You will be a key point of contact for initial escalation for all team members for Technical and non-technical queries. Work proactively to ensure smooth team operations and effective collaboration with other internal IT Teams and 3rd Party Suppliers.
Assist in the management of Major Incidents with other Analysts to ensure quick resolution and be able to manage Major Incidents out of hours if a Level 2 Analyst is not present
Monitor the Service Desk Mailbox and Unassigned queue when required to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA’s set
Carry out initial support and classification of Tickets and Service Requests to determine the correct SLA / urgency
Invoke appropriate Technical Escalation in line with the Escalation Policy to ensure the contractual SLA is achieved
Call handling for all inbound user contact to support new and existing Ticket Requests
What we’ll look for in you
Essential
Minimum 1 years experience within an IT Service Desk environment
Strong understanding of all Microsoft Office applications; Outlook, Excel and Word
Solid comprehension and working knowledge of network infrastructure, system and hardware components
Experience working with Windows Operating Systems / Server
Desirable
CompTIA A+,CompTia N+or relatable certification / experience
Microsoft Certified
Service Desk Institute (SDI) Certification or relatable certification / experience
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