IT Technician / Helpdesk and Desktop Support

About the role

We are looking for an IT Technician / Helpdesk and Desktop Support to act as the first point of contact for IT issues across TAC Healthcare and deliver the day-to-day IT support that keeps our staff working.

The role supports internal and external stakeholders and works with the organisation’s security and support teams to provide a good service in compliance with ISO standards.

You will support the business’s hardware, software, network, data and communications across its sites, working with third-party providers to deliver quality services to staff and customers.

What you will do

• Provide first-line helpdesk and desktop support to staff, logging, prioritising and resolving incidents and requests within agreed SLAs.
• Diagnose and troubleshoot software and hardware issues, escalating complex or unresolved problems to the Senior IT Engineer or CTO with clear notes on actions already taken.
• Set up, configure, deploy and maintain desktops, laptops, mobile devices, printers and peripherals.
• Carry out new starter, mover and leaver tasks, including account set-up, access permissions and the issue and return of equipment.
• Support users of Microsoft 365 and key business software, including account, access and multi-factor authentication requests.
• Apply software updates and security patches, and keep device and licence records accurate and up to date.
• Work with third-party providers when incidents or requests need their support, tracking their response to ensure SLAs are met.
• Source and order software and hardware in line with approved budgets and procedures.
• Record fixes and maintain knowledge base articles so that repeat issues are resolved quickly.
• Identify recurring incidents and recommend improvements to the Senior IT Engineer or CTO.
• Support internal audits and compliance checks of IT systems, and help implement agreed actions.
• Handle company, customer and health data in line with company policy and data protection law.
• Report suspected security incidents, such as phishing or lost devices, immediately.
• Help end users reduce avoidable IT incidents and outages through how they use IT equipment.
• Represent TAC Healthcare IT professionally at all times, providing excellent customer service.

This is not an exhaustive list of duties. All members of TAC Healthcare IT may be required to carry out additional reasonable tasks appropriate to their role and capability.

All members of staff are required to participate in appraisals, self-development, and mandatory and statutory training.

About you

Essential

You will have:

• A degree or professional qualification in Information Technology or Computer Science, or equivalent practical experience.
• A minimum of 2 years’ experience in an IT helpdesk, desktop support or similar role.
• Working knowledge of Microsoft 365 and common desktop operating systems.
• Good knowledge of computer hardware and software.
• Knowledge of structured troubleshooting practices.
• Experience using an IT service management or ticketing system and working to SLAs.

Desirable

• Relevant certifications, for example CompTIA A+, ITIL Foundation or Microsoft 365 Fundamentals.
• Experience with mobile device and endpoint management tools.
• Awareness of information security standards such as ISO 27001 and data protection requirements.
• Experience working within a healthcare or other regulated environment.

Skills and attributes

You will have:

• Excellent verbal and written communication skills, with a patient and clear approach when helping non-technical users.
• A strong customer service focus.
• Strong prioritisation and organisational skills, with the ability to manage a busy queue of competing requests.
• Strong attention to detail and thoroughness, including accurate record keeping.
• A logical and analytical approach to problem-solving.
• A flexible and adaptable approach, with an interest in learning new technologies.
• The ability to act independently and proactively, while knowing when to escalate.
• A professional, tactful and discreet approach, particularly when handling confidential information.
• A commitment to high standards and to the quality and impact of the service provided.

What’s in it for you

• Private Medical Insurance.
• Company Pension Scheme.
• Enhanced Annual Leave.
• Parental Leave.
• On-site Parking.
• Employee Assistance Programme, including health, wellbeing and financial support.
• Company Sick Pay Scheme.
• Enhanced Maternity Leave.
• Family and Friends discount on TAC Healthcare services.
• Opportunities for ongoing professional development and progression within occupational health.