1st Line Support Analyst Full Time

Borehamwood, Hertfordshire
Elysium Healthcare

Do you have exceptional customer service skills and a passion for IT? If so, join Elysium Healthcare’s team as a 1st Line Support Analyst.

In this role, you will provide 1st line support queries professionally and efficiently, and strong-minded individuals to work within our expanding team of technology analysts. Also maintaining a high degree of customer service for all support queries and ensuring that all SLA’s and ITIL v4 are met

Your responsibilities:

• To work effectively and productively with all other levels of IT support
• Take ownership of user’s problems until resolution stage
• Accountable for logging all calls on the tickets system to a professorial standard and maintain full documentation
• To allocate more complex service issues to the relevant member in IT Department
• Assisting in setting up new mobile phones, tablets, iPads within the Organisation
• Support users in the use of hardware equipment by providing necessary advice
• Maintaining that internal SLA’s and ITIL v4 processes are followed
• Working to an expected set of standards outlined in a service desk Handbook
• Assisting with documentation to be stored in our knowledge base
• Assisting the Service Desk Manager & Head of Service Delivery with any requests
• Undertaking ad-hoc requests as directed by line manager & Head of Service Delivery

To be successful in this role, you will:

• Knowledge of using and troubleshooting MS Office (2013 & Office365) is essential
• Knowledge with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation) is essential
• Knowledge of Active Directory (ADManager Plus) & Exchange Server is essential
• Knowledge of Printer setups & maintenance is essential
• Professional approach towards duties and colleagues is essential
• Very strong communication and interpersonal skills is essential
• Time management and multitasking ability is essential
• Attention to details is essential
• Ability to learn at a fast pace is essential
• Knowledge of PC hardware set-up is desirable
• ITIL v4 Foundation is desirable
• Experience working on service desk using ITIL v4 is desirable

What you will get:

• Annual salary of £22,000 – £25,000
• The equivalent of 33 days annual leave (inc Bank Holidays) – plus your birthday off!
• Free meals and parking
• Wellbeing support and activities to help you maintain a great work-life balance.
• Career development and training to help you achieve your career goals.
• Pension contribution to secure your future.
• Life Assurance for added peace of mind.
• Enhanced Maternity Package so you can truly enjoy this special time.

There is also a range of other benefits including retail discounts, special offers and much more.

About your next employer:

You will be working for an established, stable and agile company with over 8,000 employees and a unique approach to the delivery of care. With a network of over 90 services across England and Wales covering Mental Health, Neurological, Learning Disabilities & Autism, Children & Education, there is opportunity for you to grow and move.

Elysium Healthcare is part of Ramsay Health Care with a global network that extends across 10 countries and employs over 86,000 people globally.

Elysium Healthcare follows safer recruitment of staff for all appointments and is a Disability Confident employer, committed to inclusive and accessible recruitment. It is a requirement that all staff understand it is each person’s individual responsibility to promote and safeguard the welfare of service users. All candidates will be subject to a DBS disclosure.