1st Line / 2nd Line Helpdesk Support
• West Malling, Kent
• Permanent / Full-Time
Based in West Malling, Healthshare is a growing provider of NHS physiotherapy and podiatry services in a number of locations across many CCGs.
A vacancy exists for a motivated individual to join the IT Team to provide telephone and remote control first and second line helpdesk support to clinicians working in various locations including London, Hampshire and Kent, assisting them with hardware and software problems. Familiarity with install laptop and desktop computers, mobile devices, printers and pre-configured networking equipment (firewalls, routers, switches, etc.) would be useful. On-site support to clinicians/clinics in London and other locations may be required as necessary.

You should have experience with desktop and server hardware to component level and have worked on various peripherals, routers, telephony, switches and firewalls.
Duties and Responsibilities
• To provide first and second line technical support; answering and resolving support queries via phone, email and remote control.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
To log all calls on the call logging system including any action taken against the relevant ticket.
• Respond to enquiries from clinicians and help them resolve hardware or software problems.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of computer equipment by providing necessary training and advice.
• To allocate more complex calls to the relevant support team.
• Resolve password and account related queries via Active Directory Users and Computers.
• To configure and install mobile and desktop computer equipment.
• To repair computer equipment if possible.
Skills / Attributes Required
• Previous Helpdesk (telephone support) experience preferred
• Excellent telephone manner.
• Experience of using call logging software.
• Strong knowledge of Microsoft operating systems including an understanding of Windows server 2008 and 2012. Knowledge of Exchange and Office 365 would be useful.
• Good knowledge of TCP/IP to assist in resolving network related issues.
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Experience with using and troubleshooting Microsoft Office.
• Experience of installing and configuring computers and printers in a corporate network environment.
• Understanding of PC hardware set-up and configuration.
• Experience of Active Directory and backup systems preferred.