IT Support Officer

crooton; Nairn; On-site; GBP 31,000; Full time

Job summary

A major UK care provider is seeking an IT Support Officer to join their IT Help Desk team. This role involves providing first and second line technical support primarily over the phone to employees across multiple sites. Essential criteria include experience in a support team, outstanding communication skills, and comprehensive knowledge of Microsoft products. The position offers an annual salary of £31,000, with a commitment to teamwork and the ability to work independently.

Qualifications

• Previous experience in a telephone-based support team.
• Experience using remote technologies for troubleshooting.
• Outstanding communication skills for non-technical users.

Responsibilities

• Provide direct technical assistance over the phone.
• Record, monitor, and follow up on support calls.
• Manage outsourcing situations when necessary.

Skills

Technical support

Communication skills

Self-motivation

Team collaboration

Education

SQA Higher Level or equivalent

Tools

Remote control technologies

Microsoft Office Suite

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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