Job Openings Junior Support Technician

About the job Junior Support Technician

What will you do

As a Junior Support Technician (1st Line) you will liaise closely with the internal IT escalation teams, 2nd line and 3rd line to resolve a wide range of incidents and requests in a busy growing medical diagnostic company. This work is primarily, but not limited to, answering inbound customer inquiries, logging and prioritizing incident and request tickets, and escalating to your colleagues in the wider department when deeper technical knowledge is required. In summary, you will: 

  • Handle customer queries via telephone, email and other channels, logging the detail of their problems in our Service Desk / management systems; 
  • Solve many of the customer problems directly yourself, where this is within your technical capability to do so, and according to our standard patterns of fixes and response to known problem/issues: 
  • Work collaboratively with your colleagues in Service Desk to ensure customer problems are never dropped of forgotten, and as a team manage the backlog of incidents and requests effectively. 

Job Description

  • Carry out improvement tasks assigned to you by the Service Desk Manager and/or supervisors, which collectively improve our responsiveness, effectiveness, and quality of support services: 
  • Assist your colleagues in 2nd and 3rd Line with technical information requests, and/or relevant customer context which will help them solve problems quickly and effectively: 
  • Regularly monitor your workload and priorities and ensure that you are working on the most important tickets first, not leaving any customers priority requests unanswered. 

What you are responsible for

The role is a key member of the Service Desk team and working collaboratively with your colleagues you will take responsibility for: 

  • Using effective questioning techniques and standard checklists, make sure you have collected the necessary information to be able to properly diagnose queries, and/or direct them correctly to more experienced colleagues for resolution; 
  • Own customer problems from start to finish, going back over tickets that you have raised on the system to ensure that they are resolved, either by you, or by your colleagues, so that nothing is left unanswered; 
  • Enter data into the ServiceDesk system correctly for all your tickets and requests and update it with new information as it becomes available, so that each entry is descriptive, informative and useful; 
  • Maintain good communication with the customer during the lifecycle of any service support ticket:
  • Post incident/request resolution, ensure that the customer is satisfied with the responses from the IT department; 
  • Contributing to lessons learned and improvement activities so that the overall service quality improves over time;
  • Maintaining the knowledge base, so that your colleagues have the benefit of resolutions you have provided, and which might help them resolve a problem they have not yet seen. 

What people see in you

The business sees, you as the face of IT; they are reliant on you to solve whatever problem they present, irrespective of whether you personally have the technical knowledge and/or ability to solve their problem. In that regard, the most important characteristics of the individual in 1st Line are: 

  • Personable, helpful, and articulate; easy to talk to;
  • Capable of explaining technical matters in terms customers can understand/non-patronizing manner; 
  • Diligent; making sure that nothing is forgotten, keeping accurate records that your colleagues can rely upon:
  • Communicative; updating customers and colleagues to keep them regularly informed;
  • Thoughtful and creative; someone  who thinks how to solve problems and can come up with creative solutions;
  • Hard worker; able to shoulder their workload efficiently and effectively, and be responsive to any additional demands on the department; 
  • Ability to get on with things with minimal input/direction;
  • A positive contributor to the effective functioning of the department;
  • Tenacious problem-solver;
  • Completer-finisher, dedicated to ensuring a problem is solved to the long-term satisfaction of the client;
  • Self-starter and motivator;
  • Action oriented with a desire to ensure customer satisfaction.

You will

As part of Inhealth, it is privilege to work in a company that is focused on making healthcare better, and we expect that anyone who works here will have a set of qualities that align with our corporate ethos, namely;

  • Be a self-starter, confident to undertake tasks independently and providing ongoing solutions to problems faced;
  • Committed to making healthcare better for all;
  • Have very high standards;
  • Seeks to improve themselves and everything they do;
  • Works collaboratively and cooperatively with others:
  • Confident and assured, but not arrogant;
  • Measured in their judgements/decision making 
  • Respectful of others views:
  • Be flexible in your working patterns to fullfil requirements and be willing to ajust these at short notice to accommodate unexpected changes;
  • Be honest and full to the brim with integrity;
  • Not be afraid to offer your opinion-we love hearing new ideas 

You have experience of 

To be successful in this role requires a level of technical competency and strong customer facing skills. It is likely you will have gained some basic qualifications in IT as part of your earlier learning. Ideally you will have gained some experience within a healthcare setting. Specifically, you should have:

  • Foundation level competence in a range of IT technical matters is mandatory. A knowledge of devices, operating systems, networks, applications, computer systems is required, and a deeper knowledge in one or more of these topics highly desirable; 
  • Experience of working in a service / support function in a technical department servicing customer's need, where you have demonstrated good customer facing interactions;
  • Experience of producing high quality written notes/documentation/materials in the context of technical and/or support settings;
  • Demonstrable experience of managing competing workloads and priorities, and an effective approach to achieving results;
  • Qualifications which demonstrate strong numeracy and literacy. 

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