Helpdesk Support Analyst -Tier 1

Overall Purpose of Job

The Helpdesk Support Analyst will provide tier 1 support to end users for all desktop, hardware and software issues.Provide excellent customer service and technical support to all Beacon Hospital departments, external users & create a positive relationship with external vendors.

Key Responsibilities and Deliverables

• Provide customer service and technical support to the hospital client community, patients & consultants, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
• Providing first line comprehensive, quality service to hospital end-users and staff.
• Communicating resolutions effectively with end users and updating helpdesk system details as appropriate
• Escalates issues to Helpdesk manager or Tier 2 within SLA guidelines
• Assist with keeping a complete inventory of hardware and software.
• Troubleshoot and work to resolve requests which are sent back to the help desk, as received and within service levels.
• Provide basic IT training to non-IT personnel as and when required to increase self-reliance within the business.
• Participate in deployment of project, technologies and systems for the hospital if required
• This position will be required to work shifts and provide On-Call IT support.during the On-Call period.

Person Specification

Qualifications

• Technical knowledge of Active directory, Windows Server environment, network and telecom components would be desirable

Experience

• Experience in a busy Helpdesk environment would be an advantage

Job Specific Competencies and Knowledge

• Technical knowledge of Active directory, Windows Server environment, network and telecom components would be desirable
• Good communication and Documentation
• Strong Customer focus
• Strong interpersonal skills and ability to work independently or with cross functional teams
• Ability to multitask and ensure flawless execution and delivery.
• Excellent analytical and problem solving skills
• The ability to quickly learn new skills through a hands-on training approach is required.
• Demonstrate an outstanding work ethic and sense of urgency to resolve issues quickly and efficiently.

Personal Competencies

• All posts in Beacon Hospital require a high level of flexibility to ensure the delivery of an effective and efficient service. Therefore, the post holder will be required to demonstrate flexibility as and when required by their manager and / or hospital management.

Under the Hospital’s Health & Safety risk assessment, Beacon Hospital requires that all Employees, Consultants and Contractors that can receive a Covid 19 vaccination must do so in order to exercise their roles in a safe manner, and minimise the risk of endangering their own health, the health of patients, or the health of those that they work with.

"Beacon Hospital is an equal opportunity employer;we ensure that our practices support a diverse and inclusive environment for all present and future employees"