IT Support - 2nd Line
Main Duties and Responsibilities - To deliver an exemplary level of customer service - To manage customer support requests relating to the supported product or infrastructure. - To assess the impact support incidents are having on the customer's service and resolve or escalate accordingly. - To instil confidence in the customer whilst showing empathy and understanding. - Have the ability to work unsupervised and if necessary in an overnight on-call capacity - Understand the importance of seeing an incident through to resolution rather than just implementing a workaround. - Accurately record support requests details in the AHC service management tool. - To perform any other duty as seen fit and reasonably requested by management to ensure AHC remains a customer focused, clinically trusted and profitable organisation - Be prepared to work outside of normal office hours according to the needs of the business Person Specification The ideal candidate will bring with them/be: - The aptitude to apply a combination of excellent customer service skills and technical understanding in a customer support situation - The ability to work in a busy, dynamic support environment whilst maintaining a flexible and professional work ethic - Awareness of BMC Remedy or similar ITSM tool an advantage - Excellent keyboard skills Exemplary customer service skills - The ability to engage with Customers over the telephone. - Understanding of ITIL principles of Service Support an advantage - A 'Can do' attitude Knowledge and Experience Essential Skills: - A 'Customer First' service ethos - Ability to communicate effectively with colleagues and customers - Maintain and foster respect for colleagues and customers, including during differences of opinion - Maintain flexible approach to all circumstances - An aptitude for calculations and reasoning - Demonstrate and encourage team work whenever appropriate - Pursuit of excellence in own work and from team - A 'Can-do' attitude Desirable Skills: - ITIL Certification or an understanding of ITIL processes - Customer Service Experience - A Comp TIA certification or similar - Proven written and verbal communication skills Education / Qualifications Previous experience in an IT support role would be advantageous. The Company What we can offer you: - A competitive salary, depending on your experience and skills - 25 days annual holiday - Learning environment working alongside experts in the latest technologies - Special focus on training and development. - Excellent benefits package available from day one: contributory pension, life insurance, income protection insurance, childcare voucher salary sacrifice, cycle to work scheme, and employee assistance programme - Exceptional career progression opportunities, within Advanced Health and Care and the rest of the Advanced Group About Advanced Health and Care We are the leading supplier of IT for care in the 'out of hospital' setting, providing an unrivalled breadth of 'best of class' solutions for health and social care to nearly 1,000 care delivery enterprises and most UK and Republic of Ireland trusts, boards and local authorities. Advanced Health & Care supports the 'out of hospital' agenda to remould care in the face of the aging demographic, a desire for improved access to care and greater choice, increasing cost of delivery in acute and primary care and funding constraints. The key to success will be in the capacity to deliver safe, integrated care in a community based setting and to avoid costly and inappropriate admissions to hospital. This model for delivery will encourage new approaches to the commissioning of care working with efficient, flexible and innovative care delivery enterprises to deliver cost effective, integrated care without costly duplication. Whether out-of-hours or in the workplace, hospice, pharmacy, home or clinic, long term conditions or convenient on-demand access, clinical or social care, face-to-face, over the phone or online, Advanced Health & Care provides the best solutions in a framework of integration and information sharing.