support technician Remote
Job description
Are you looking for a move to a challenging yet rewarding role as part of a supportive, person-centred organisation?
If you are a dynamic, hard-working and flexible professional with excellent communication and administration skills, we’d love to give you the opportunity to impress us with your knowledge, experience and abilities.
We are all about people and we embrace and celebrate diversity within our workforce. It is essential that you can demonstrate your commitment to these values in your work.
We expect you to work hard, achieve and exceed goals and be dedicated to our vision, purpose and values. In return, you will receive a generous salary, home-working bonus and comprehensive training and support.
The Company
HLP-Group Ltd is a sister company to Psychiatry-UK LLP - the leading provider of online mental health services in the UK.
Job Summary
We are seeking highly motivated and committed individuals with a positive mental attitude, who can meet tight deadlines and who are comfortable working in a fast-paced, demanding environment requiring skills of autonomy and initiative.
You will join the small but dedicated HLP Group IT team and be available to work 40 hours a week, from your secure home office environment.
Description of Duties
- Utilise written & verbal communication skills to appropriately connect with our neurodiverse patient community and team.
- Work within a team of IT support technicians who will offer support to patients, employees and contractors.
- Look to a response rate of 90% of all requests within 24hrs. A resolution rate of 80% inside 48hrs. These targets are subject to change.
- Ensure that your skills are kept up-to-date and that you are compliant to the NHS and Company standards.
- To log onto software based telephony system and be ready to receive calls from service users with IT queries.
- Keep call management software up to date with support requests and ticket resolutions.
- To maintain, modify and create spreadsheets for data collection and analysis, housekeeping electronic files, assisting with IT audits and compiling and reporting statistics.
- Utilise written and verbal communication skills to connect with a wide range of people in an IT support role, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
- Troubleshoot and advise on common issues experienced by users of the online portal, using email and telephone as methods of communication.
- Utilise MS 365 and other software systems to maintain, process and collate data.
- Deal with requests and queries from senior managers.
- Provide cover for colleagues when and where necessary and within the scope of knowledge.
- Plan own workload to ensure that weekly, monthly, quarterly and annual tasks are met.
- Prioritise workload with consideration to issues arising and responding to shifting priorities appropriately.
- Actively participate in regular supervision with line manager and the PUK process for maintaining and developing personal skills and meeting agreed objectives.
The post holder will attend online training as relevant to the post including mandatory training courses i.e. Information Governance, safeguarding, Health and Safety courses etc.
*** We have added two skills tests to this application.***
Applications submitted without these skills tests will not be considered.
Other Information
You will be an excellent written and verbal communicator with a proven background working within an IT helpdesk environment. You will need to be readily adaptable to fast-paced changes in service.
The role is home-based but you may be required to attend various meeting locations occasionally.
The post holder will be expected to register with the DBS Update Service at their own cost to keep their DBS certificate current. We will apply for the original DBS certificate on their behalf.
You will be provided with a dedicated computer and will be required to use this for company purposes only. You will need to have reliable broadband that supports video meetings, so ideally above 30MBs. Past experience of working in mental health will be a distinct advantage.
Hours of work are 8-hour shifts between core business hours of 8 am - 8 pm weekdays and 9 – 5 at weekends.
There is an additional work-from-home bonus offered of £1000 pa pro-rata.
Confidentiality
The post holder must ensure that personal information is accurate, up to date, always kept secure and confidential in compliance with relevant legislation and the common law duty of confidentiality. The post holder must follow record-keeping guidelines to ensure compliance with the Freedom of Information Act.
Valuing Diversity & Human Rights
No person should receive less favourable treatment on the grounds of sex, sexual orientation, marital/partnership status, race, religion, age, creed, colour, ethnic origin, disability, part-time working status and real or suspected HIV/AIDS status and must not be placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable.
Data Protection
If you have contact with computerised data systems you are required to obtain, process, and/or use information held on a computer in a fair and lawful way, to hold data only for the specific registered purpose and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed.
This job description is intended as an outline indicator of general areas of activity and will be amended in light of the changing needs of HLP-Group. You may be required to work at other locations as determined by the duties of your post. You may be required to undertake any other duties at the line manager's request, which is commensurate with the role, including project work, internal job rotation and absence cover. This job description describes responsibilities, as they are currently required. It is anticipated duties will change over time and the job description may need to be reviewed in the future.
Job Types: Full-time, Permanent
Salary: From £24,950.00 per year
Benefits:
- Casual dress
- Company events
- Sick pay
- Wellness programme
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Weekend availability
Education:
- GCSE or equivalent (required)
Experience:
- IT Helpdesk: 2 years minimum IT Helpdesk experience (required)
- Jira Service Management Configuration (required)
- SQL Database management experience (required)
- ITIL 4 certification (desired)
Language:
- English (CEFR Level C1 minimum) (required)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
Job Types: Full-time, Permanent
Salary: From £24,950.00 per year
Benefits:
- Casual dress
- Company events
- Health & wellbeing programme
- Sick pay
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Weekend availability
Education:
- GCSE or equivalent (required)
Experience:
- IT Helpdesk: 2 years (required)
Language:
- English (CEFR Level C1 minimum) (required)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
Application deadline: 18/06/2023
Expected start date: 10/07/2023
