Job Description:
This is a highly demanding role that requires an individual with exceptional technical skills and customer service expertise to provide high-level support across multiple sites. The successful candidate will work closely with various stakeholders, including clinical and administrative users, to ensure seamless operations in a healthcare environment.
The ideal candidate will have a proven track record of working in a fast-paced IT Service Desk or Desktop Support environment, with experience in managing user accounts, password resets, group policies, and Microsoft 365 administration. They should also be familiar with ServiceNow or similar IT Service Management platforms, as well as remote support tools and screen sharing utilities.
Key responsibilities include acting as the first point of contact for all IT support issues, logging, prioritizing, escalating, and resolving incidents and service requests in line with SLAs and standard procedures. Additionally, the successful candidate will perform user administration tasks, diagnose and resolve hardware, software, and peripheral faults, and provide backup support to colleagues.
The role requires strong problem-solving and analytical skills, with the ability to work under pressure, manage competing priorities, and meet tight deadlines. Excellent communication and interpersonal skills are essential, along with the ability to collaborate effectively with ICT colleagues and engage with non-technical users.
This is a fully on-site role with no hybrid work options available, requiring occasional overtime and potential on-call support during evenings and weekends. The successful candidate must be willing to contribute to team development, cross-training, and service maturity initiatives.
Responsibilities:
* Act as the first point of contact for all IT support issues via phone, email, or ticketing system
* Log, prioritize, escalate, and resolve incidents and service requests in line with SLAs and standard procedures
* Provide remote and deskside support to clinical and administrative users
* Diagnose and resolve hardware, software, and peripheral faults
* Perform user administration tasks, including creating/amending user accounts and mailboxes using Active Directory, Microsoft 365, and Azure AD
* Manage password resets, distribution lists, shared mailboxes, and multi-factor authentication (MFA)
* Install and configure operating systems, standard applications, and ICT-approved hardware
* Support service improvement activities and contribute to process optimisation and documentation updates
* Provide backup support to colleagues and contribute to a collaborative, high-performing team culture
Requirements:
* Minimum 2 years' experience working in a busy IT Service Desk or Desktop Support environment
* Proven experience with Windows 10 and 11, Active Directory, Microsoft 365 administration, and Azure Active Directory
* Familiarity with ServiceNow or similar IT Service Management platforms, remote support tools, and screen sharing utilities
* Ability to follow ITIL-aligned processes, with ITIL Foundation certification desirable
Benefits:
* Fully on-site role with no hybrid work options available
* Occasional overtime required, with potential on-call support during evenings and weekends
* Availability to work from 8:00 AM to 6:00 PM, Monday to Friday