Service Desk 1st Line Support Engineer

City & County Healthcare Group; Altrincham; On-site; GBP 20,000 - 30,000; Full time

Job summary

A health service provider is looking for a 1st Line Support Engineer to provide first level IT support. You'll handle IT requests such as password resets, user account creation, and basic configuration tasks. This role is vital for maintaining IT operational efficiency and requires strong analytical skills and a commitment to customer service. Join a team dedicated to delivering exceptional support and contribute to making a real difference in clients' lives.

Qualifications

• Passion for IT and developing a career in IT support.
• Ability to absorb and retain information quickly.
• Exceptional customer service orientation.

Responsibilities

• Triaging and categorizing IT tickets for support teams.
• Providing updates on existing IT tickets.
• Supporting in configuring IT hardware like Mobile Phones and Laptops.

Skills

Analytical abilities

Problem-solving

Customer service orientation

Team collaboration

Attention to detail

Job description

This role is to provide first level IT support and IT administration duties to all end users seeking IT assistance. The role will include dealing with Basic IT support requests such as password resets, creating user accounts, amending file permissions and basic configuration tasks on our key operational systems, in addition may also support the Desktop Services team in provisioning Mobile devices and Laptop imaging.

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 process on open requests.
• Escalating unresolved or breached SLA issues to senior team members when necessary.
• Provide IT support such as reboots, password resets, creation of user accounts, email accounts and folder permissions.
• IT administration tasks on core operational business systems.
• Act as an overflow for support phone calls when lines are exceptionally busy.
• Support the Desktop Services team with ad‑hoc duties such as packaging items for delivery.
• Assist in configuring IT hardware including Mobile Phones, Tablets, Laptops and Desktops.
• Basic software installations.
• Monitor the IT Service Desk call log and ensure that all calls are being 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.

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.