It Support Officer

Job Introduction

IT Support Officer required for a leading care company based in Newark-On-Trent to be responsible for Working closely with IT Help Desk colleagues to support the business handling "how do I" inquiries along with IT Admin requests through our Help Desk software.

The ideal candidate for this role will have excellent customer service experience along with a very good appreciation of IT support. Previous experience within an IT Help Desk/Service Desk role is required.

This role will be office based on a WFH rota; the company does have a flexible working policy.

Benefits Include;

• 25 days annual leave plus bank holidays
• An additional day off for your Birthday
• Health cash back and pension scheme
• Enhanced pay maternity and paternity leave
• Costco and Blue Light Discount schemes available
• Continuous bespoke learning and development opportunities

Main Responsibility

• Report to the IT Support Officer Team Leader.
• Provide an excellent first point of contact within IT for all enquiries.
• Record, prioritise, assign, and manage all requests and incidents reported to the Help Desk.
• Manage customer expectations and communications via telephone, email, and face to face.
• Escalate to our external IT support company, other team members, departments where appropriate.
• Recording and tracking project issues and escalating to the necessary project teams.
• Documenting new processes, knowledgebase articles, amending and proposing new documents.
• Manage users and permissions and carry out audits in all our internal IT systems.
• Setup, provide and maintain IT equipment for staff members.
• Involvement in small to large projects.

The Ideal Candidate

Key Skills

• Previous experience in a Helpdesk or Service Desk support role providing end user support, in a fast-paced environment.
• You will have excellent customer service skills and an ability to communicate information to colleagues with varied levels of technical knowledge across all functions within our organisation.
• Strong organisational skills, the ability to multi-task and have demonstrable knowledge of IT Service Delivery best practices.

The following technical awareness is essential

• Active Directory and Office 365/Azure user and group administration.
• Microsoft Intune implementation and Admin.
• Word, Excel, PowerPoint, and Outlook.
• Excellent Teams and SharePoint administration.
• Mobile Device Management with Android and Apple.
• Windows 10/11.
• Remote desktop.
• Print management.
• Basic hardware diagnostics/triage.
• IT asset management.
• Good knowledge and implementation of the ITIL/ITISM.

The following knowledge would be beneficial:

• Experience with a recognised ITSM platform.
• ITIL foundation certification would be particularly beneficial, but training will be provided.
• Admin in Zoho People, Zoho CRM, Microsoft Dynamics or something similar.
• Admin in Radar Healthcare.
• Admin in Nourish Care.
• Cyber security certification and implementation.
• Google Workspace experience for ChromeOS device administration.
• Experience with Microsoft ‘MDT’ tool for creating and pushing out images to computers.
• Admin in Mobile Iron/Ivanti Neurons.
• Admin in PaperCut Hive.

About the Company

Eden Futures is about enabling people to live fulfilling lives in whatever circumstances people choose. We support people to be as independent as possible to achieve what they want to with their lives.

Our overall aim as an organisation is to provide a high-quality service that empowers Service Users to lead normal lives, and to be the provider of choice.

We are proud to have the Advanced (Gold) Investors in People (IIP) standard, which put us in the top 2% of organisations internationally that are part of IIP!