1st Line Service Desk Technician

Choose a future that leaves an impact on the world.

Discover the perfect blend of professional excellence and personal fulfillment with our client one of the largest healthcare providers in the UK. This unique opportunity offers a worklife balance thats truly unparalleled. With reasonable working hours our commitment to your wellbeing extends beyond the workplace. Enjoy free hours to focus on what truly matters in your personal life. Join us and experience a career that not only drives success but also enriches your life outside the office. As a 1st Line Service Desk Technician youll be at the forefront of customer support playing a pivotal role in shaping perceptions of our client s IT services. Your dedication to being helpful informative and customerfocused ensures a seamless experience for our client s customers across the business. Your journey to a harmonious worklife balance begins here.

What people see in you:

• Personable helpful and articulate; easy to talk to
  
• Capable of explaining technical matters in terms customers can understand / nonpatronizing manner
  
• Diligent; making sure that nothing is forgotten keeping accurate records that your colleagues can rely upon.
  
• Communicative; updating customers and colleagues to keep them regularly informed
  
• Thoughtful and creative; someone who thinks how to solve problems and can come up with creative solutions
  
• Hard worker; able to shoulder their workload efficiently and effectively and be responsive to any additional demands on the department
  
• Ability to get on with things with minimal input / direction
  
• A positive contributor to the effective functioning of the department
  

You will be:

• Committed to making healthcare better for all
  
• Have very high standards
  
• Seeks to improve themselves and everything they do
  
• Be honest and open
  
• Works collaboratively and cooperatively with others
  
• Confident and assured but not arrogant
  
• Measured in their judgments / decisionmaking
  
• Respectful of others views
  

Qualifications:

• To be successful in this role requires a level of technical competency and strong customerfacing skills. It is likely you will have gained some basic qualifications in IT as part of your earlier learning. Ideally you will have gained some experience within a healthcare setting.
  
• Foundation level competence in a range of IT technical matters is mandatory including knowledge of devices operating systems networks applications and computer systems with a deeper knowledge in one or more of these topics highly desirable.
  
• Experience of working in a service/support function in a technical department servicing customers needs demonstrating good customerfacing interactions.
  
• Experience of producing highquality written notes/documentation/materials in the context of technical and/or support settings.
  
• Demonstrable experience of managing competing workloads and priorities and an effective approach to achieving results.
  
• Qualifications that demonstrate strong numeracy and literacy.
  

• Handle customer queries via telephone email and other channels logging the detail of their problems in our ServiceDesk / management systems
  
• Solve many of the customer problems directly yourself where this is within your technical capability to do so and according to our standard patterns of fixes and response to known problems/issues
  
• Work collaboratively with your colleagues in ServiceDesk to ensure customer problems are never dropped or forgotten and as a team manage the backlog of incidents and requests effectively.
  
• Carry out improvement tasks assigned to you by the ServiceDesk manager and/or supervisors which collectively improve our responsiveness effectiveness and quality of support services.
  
• Assist your colleagues in 2nd and 3rd Line with technical information requests and/or relevant customer context which will help them solve problems quickly and effectively.
  
• Regularly monitor your workload and priorities and ensure that you are working on the most important tickets first not leaving any customers priority requests unanswered.
  
• Use effective questioning techniques and standard checklists to ensure the collection of necessary information for proper diagnosis of queries and/or direction to more experienced colleagues for resolution
  
• Take ownership of customer problems from start to finish revisiting tickets raised on the system to ensure resolution either by yourself or colleagues leaving no queries unanswered
  
• Enter data correctly into the ServiceDesk system for all tickets and requests and update it with new information as available to ensure descriptive informative and useful entries
  
• Maintain good communication with the customer throughout the lifecycle of any service support ticket
  
• Ensure customer satisfaction with IT department responses post incident/request resolution
  
• Contribute to lessons learned and improvement activities to enhance overall service quality over time
  
• Maintain the knowledge base to benefit colleagues with resolutions provided aiding in problem resolution they may not have encountered yet.
  

• Day 1 HMO coverage
  
• Competitive Package
  
• Day shift schedule
  
• Prime office location
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Experience the utmost care from a company that cares.

You will be working with our client InHealth Limited the largest specialist provider of diagnostic and healthcare solutions in the UK. Guided by its mission to make healthcare better the company helps transform the health industry by improving access timeliness and affordability of diagnosis and treatment for patients. Here you will be surrounded by a unique team of seasoned industry professionals driven forward by care and passion. Everything you do is a step towards your longterm goals and a contribution to a better future for healthcare. Do the right thing for your career and start making an impact!

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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