IT Support Officer

crooton; Inverness; On-site; GBP 26,000 - 31,000; Full time

Job summary

A major UK care provider in Inverness is looking for an IT Support Officer to join their IT Help Desk team. This role involves providing first and second line support, managing cases, and working on technical projects. The ideal candidate must have telephone-based support experience and strong communication skills to assist non-technical users. You will work proactively and independently, contributing to the efficient operation of the IT department. Competitive salary offered.

Qualifications

• Experience in a telephone-based support team environment.
• Knowledge of PCs and Microsoft products.
• Ability to provide technical assistance to non-technical users.

Responsibilities

• Provide first and second line support to employees across multiple sites.
• Record and monitor support calls for resolution.
• Manage situations that require escalation.

Skills

Telephone-based support experience

Remote control technologies

Outstanding communication skills

Proactive and independent work

Friendly telephone manner

Education

Education to SQA Higher Level or equivalent

Tools

Microsoft Office Suite

Windows OS

Job description

IT Support Officer

Hours: 40 hours per week - Days

Salary - £31,000

Location: Inverness, IV2

ABOUT THE ROLE

Our client is a major UK care provider (240+ care homes and 6 hospitals). The IT Support Officer role is integral to the business, based within the IT Help Desk team.

Primary Responsibilities

• First & Second Line Support: Provide direct technical assistance and troubleshooting to employees across multiple sites, primarily over the phone.
• Case Management: Efficiently record, monitor, and follow up on support calls to ensure swift and accurate resolution.
• Escalation: Identify and manage situations that require outsourcing to third-party specialists.
• Autonomy: Interact with users of varying technical knowledge levels, delivering accessible and easy-to-understand advice.

Additional Duties & Requirements

• Project Work: Opportunities to contribute to and work on PC, server, and network update and implementation projects across the business.
• Travel: Occasional travel, including overnight stays, may be necessary.

ESSENTIAL CRITERIA (ABOUT YOU)

• Experience & Skills:
• Previous experience working in a telephone-based support team environment.
• Experience using remote control technologies for troubleshooting and assistance.
• Outstanding communication skills, enabling the delivery of accessible advice to non-technical users.
• Ability to work proactively and independently without close supervision (self-motivated).
• Confident and friendly telephone manner, with a strong commitment to team play.
• Technical & Education:
• Education to SQA Higher Level or equivalent (e.g., A-Level, Level 3 Diploma).
• Comprehensive working knowledge of PCs and Microsoft products (including Windows OS and Office Suite).

DESIRABLE CRITERIA

• A degree in a numerate subject (e.g., Mathematics, Computer Science, Engineering).
• An understanding of TCP/IP networking concepts.
• Knowledge of smart phone email configuration (iOS/Android).

Interested?

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