IT Support Technician

Employer heading

Non AfC

Job Overview

Working on-site at both our Little Havens and Fair Havens sites in Thundersley and Southend, you will be our first point of contact for all 1st & 2nd line end user IT support requirements within the charity, working to resolve or escalate any technical issues in a prompt and professional manner.

Please note that this role works across two hospice sites and is not predominantly a remote role.

We regret that Havens Hospices is unable to offer sponsorship.

Main duties of the job

• Provide 1st / 2nd line on-site, remote & telephone support, training and guidance for all users of the Havens Hospices network, systems, end user devices and software applications.
• Troubleshoot, diagnose and solve hardware and software tickets and incidents including, where necessary, provision of workarounds whilst maintaining compliance with our legal, regulatory and contractual requirements.
• Rollout/deployment of end user devices including laptops and mobile phones ensuring that the user is fully supported in their use.
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Work to agreed IT service levels whilst prioritising and managing several open tickets at one time whilst keeping the customer updated at all times.
• Maintain the IT Asset register, and associated systems, to ensure accurate records of all Havens Hospices assets are kept whenever changes occur.
• Creating and maintaining clear & concise documentation and help resources such as installation guides, how-to videos and FAQs.
• Continual improving of knowledge and understanding across the various software and hardware technologies supported by the team both now and in future.
• Maintain a strong customer focus at all times.
• Promote the philosophy of hospice and palliative care through demonstration of the mission and values.
• Participate in appropriate internal and external educational programmes to ensure continued professional development and accurate and up to date knowledge.
• Participate in programme of supervision and appraisal.
• Ensure compliance with relevant health and safety and other organisational policies and procedures.
• To act in a manner that safeguards the interests of beneficiaries and upholds public trust and confidence in the hospice.
• Comply with Data Protection Act 2018 and GDPR requirements in all working practices maintaining confidentiality, integrity, availability, accuracy, currency and security of information as appropriate. Take personal responsibility for all personal data within own working environment.
• Such other duties temporarily or on a continued basis, as may reasonably be required, commensurate with your grade.

Person specification

General Experience

• Demonstrable experience in a similar role for a medium sized organisation (more than 200 employees), working in a helpdesk environment/IT focused role.
• Experience of Azure / Active Directory user administration.
• Strong experience of Windows server, Windows 10 Pro / Windows 11 installation, use & configuration.
• Knowledge and experience of virtual/cloud-based server environments.

Education

• GCSE/A Levels/Degree in computer or IT related subjects.
• CompTIA A+ qualification.
• Full UK driving licence and access to own vehicle.

Desirable criteria

• MTA, MCSE, MCSA, MCITP, CCNA, ITIL or equivalent.

Skills & Experience

• Excellent written and verbal communication skills.
• Experience of updating and maintaining databases.

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.