IT Service Desk Technician

Medpro; London; Hybrid; GBP 30,000 - 50,000

Job description

MedPro Group is a Berkshire Hathaway company which has provided healthcare liability insurance since 1899. With over $2 billion in annual premium and more than 350,000 clients globally, MedPro Group is a leader in customised insurance, claims and patient safety & risk solutions for physicians, surgeons, dentists and other healthcare professionals, as well as hospitals, senior care and other healthcare facilities.

Outside of the US, MedPro offers malpractice insurance underwritten by Berkshire Hathaway sister companies, including Berkshire Hathaway European Insurance DAC (BHEI) and Berkshire Hathaway International Insurance Limited (BHIIL) who have each earned industry-leading financial strength ratings of AA+ (Standard & Poor's). We have a team of expert underwriters and claims specialists based in London, Manchester, Dublin and Lyon, working to provide the best service to our clients and protect their good names.

We specialise in healthcare liability insurance and are committed to providing peace of mind, expertise and choice to the global healthcare industry.

JOB DESCRIPTION

We are seeking an IT Service Desk Technician to primarily support MedPro International's office in London and secondarily support MedPro US to provide wider support across different time zones under a matrix reporting structure.

MedPro International's IT relies on MedPro US, Resolute Management (part of the wider Berkshire Hathaway Group of companies), and software and hosting provided by a third-party. The technician will work with a variety of stakeholders and providers on a day-to-day basis.

Key responsibilities

Applications & Systems Development

1. Provide onsite and over the phone technical support to MedPro International and MedPro Group end users while maintaining a high level of customer service.
2. Monitor, troubleshoot and categorize incoming calls and trouble tickets while analyzing frequently asked questions to assist with defining self-help documents and procedures.
3. Perform laptop builds, installation of Personal Computers (PCs), mobile phone set up and related hardware; investigate hardware problems and perform repairs or coordinate with vendors as necessary.
4. Assist with the support of on-site hardware and network infrastructure by providing "remote hands" for corporate engineers helping them problem solve and troubleshoot issues, identify root causes, and manage/maintain day-to-day functionality.
5. Assist with maintaining IT asset inventory.
6. Assist with ensuring IT systems are kept up to date and retired appropriately.
7. Assist with project work as needed.
8. Serve as an escalation point for Tier I level tickets.
9. Assist with supporting the audio/visual conferencing equipment in meeting rooms.
10. Provide support and training for new joiners on IT set up as part of Induction programme.
11. Assist with providing and auditing user access and security permissions.
12. Assist with and participate in local Business Continuity Plan (BCP) tests.
13. Complete other duties as assigned.

This job description is not intended to be exhaustive. The candidate may need to perform other related duties to meet the needs of the division as it develops.

PERSON SPECIFICATION

Knowledge, skills and experience

1. Relevant qualifications in IT and 2-4 years in direct end user support or related technical role
2. Ability to work with others in a team environment including virtual teams
3. Ability to work independently, to use initiative and prioritise workload, while reporting back to line managers on any issues or concerns in a timely fashion
4. Excellent troubleshooting skills and ability to independently research a problem
5. Excellent interpersonal, written and verbal communications skills
6. Experience in Windows Operating Systems and Microsoft Office Suite
7. Understanding of basic computer hardware, software, and networks
8. Friendly, approachable, professional and collaborative

Other relevant information:

The successful candidate will be trustworthy with the utmost integrity.

This is a people-facing role requiring confidence, resilience and diplomacy.

Employee Benefits Package includes:

1. Life Assurance @ 4 x annual salary
2. Group Income Protection
3. Pension @ 10% of annual salary (capped at £10,000 per annum)
4. Private Medical Insurance Cover
5. Season Ticket Loan
6. Complimentary eyesight test
7. Employee Assistance Programme
8. Family-friendly policies
9. Hybrid working model: minimum 3 days in the office
10. 27 days annual leave + Christmas shopping day + 8 bank holidays
11. Volunteer programme which supports our Corporate Social Responsibility philosophy and commitment to Diversity Equality and Inclusion ethos
12. Sports and Social programme with frequent all-employee events

Salary:

Dependent on knowledge, experience and skills.