ICT Technician inLowestoft inLowestoft PUBLISHED MON 6 JAN 2025

An exciting opportunity has arisen to join a small but dynamic ICT team. This is a multi-skilled role, allowing for the right candidate to develop and gain experience. The role allows for a mixture of call handling, desktop, and some site work, across traditional 1st and 2nd line skillsets.

You should bring a positive 'can do' attitude to the team and be both capable of working together with colleagues whilst maintaining the ability to work independently when required.

This is a customer facing support role, so you should have strong customer service skills, empathy, and excellent interpersonal skills. A positive demeanour and solution-based approach is key.

You will have good problem-solving skills and a desire to learn more. There will be opportunities for additional internal training from experienced colleagues and support for personal development.

The ability to consistently complete tasks to a high standard is essential to this role.

- Answering calls to the IT Service Desk in a prompt and effective manner, to a high customer service standard.

- Recording detailed incident information in an efficient manner, and escalating incidents to colleagues when appropriate.

- Assist members of staff visiting the department on a face to face basis, or attending their place of work.

- Following agreed procedures to build and setup IT and telephony equipment for staff.

- Investigation and fault resolution for software issues and some hardware repair for laptop or desktop devices.

- Provide and maintain ID cards for secure access to our buildings.

- You may be asked to participate in an on-call rota as part of this role, which will involve some evening and weekend cover

About us

Answer telephone calls from the customer within service level & provide relevant support as required.

Record requests, incidents and problems effectively and accurately within the helpdesk platform.

Resolve requests and incidents within the helpdesk platform, using knowledge and defined processes where present.

Escalate outstanding incidents in a timely manner to relevant team members.

Support the maintenance, monitoring and housekeeping measures for each IT service as needed.

This role may require occasional travel as and when needed to provide IT support and incident resolution at other sites.

You may be asked to participate in an on-call rota as part of this role, which will involve some evening and weekend cover.

Complete RA related tasks as required.

All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role.

Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.

Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.