At a Glance
- Tasks: Provide top-notch IT support and resolve user issues for HC-One staff.
- Company: Join HC-One, a leading care provider dedicated to compassionate service.
- Benefits: Enjoy 25 days annual leave, GP online access, and exclusive discounts.
- Other info: Be part of a caring team with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your tech skills.
- Qualifications: Level 3 IT Qualification and 2 years of tech support experience required.
The predicted salary is between 30000 - 40000 £ per year.
Fixed Term Contract until January 2027. The DDAT Support Service Desk is the central point of contact for IT queries from HC-One staff in care homes, Support Office and remotely. The Service Desk strives to set the standard of behaviour for customer engagement, playing a key customer advocacy role, developing, and delivering services that support our user needs and inform IT Services delivery.
The team act as user champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help. The Service Analyst role is essential in providing technical IT support and assistance to the whole HC-One Group. Service Analysts are information professionals and advocates of excellent customer service. You will report to a Service Desk Lead and work within a team of Service Analysts to resolve a wide range of user issues and requests relating to IT services.
Fielding a wide range of contacts via Telephone, email, IT portal and walk ups, you will manage the resulting incidents and service requests through to conclusion, in line with incident management and request fulfilment processes measured against Service Desk objectives and ITIL Best Practices.
HC-One offers professional residential, nursing and specialist dementia care for older people. We aim to be the first choice care home in each community for Residents and Colleagues; we will achieve this mission through providing the kindest possible care to Residents in over 280 care homes across the United Kingdom.
We are very proud of our outstanding team at HC-One. They are caring, warm-hearted and professional people who have a clear understanding of our Residents individual needs, choices and wishes. We are passionate about ensuring that our current and future Colleagues can be their true selves, and that our workforce represents the communities we serve. We prioritise inclusive working practices and invite applicants from all backgrounds into our HC-One family.
What HC-One offer: Complimenting your salary, you will enjoy access to a huge variety of benefits and services to support your physical and psychological well‐being and throughout your career we will invest in you and you will enjoy additional support and benefits including:
- Award-winning learning and development
- 25 days annual leave
- An opportunity to learn from experienced colleagues as part of an outstanding and committed team.
- GP online - providing around the clock GP consultation via an interactive app - available to you and your children under 16
- Colleague discounts – Access to over 1600 high street discounts including carefully selected discount partners
- Wellbeing - free of charge access to an independent and confidential Employee Assistance Programme. This gives Colleagues and their family access to 24/7 365 support for a whole range of issues including physical, mental and financial issues
We want you to have an amazing experience working at HC-One, starting with our commitment to providing the quickest possible turnaround from the point of making you a job offer to you starting with us on day one.
About You: You will hold a Level 3 IT Qualification, or equivalent, and have a minimum of 2 years prior experience in a tech support, desktop support, or a similar role with experience using ticketing systems to process user requests and issues, ideally with experience working within an ITIL Framework. Proficient in managing Microsoft Office 365 application Suite, you will have intermediate skills in understanding and managing Microsoft Active Directory services and have experience with remote desktop applications and help desk software.
Customer focussed, you will have excellent interpersonal, written and verbal communication skills, a high level of attention to detail and problem‐solving skills. Safeguarding is everyone's responsibility and therefore it is important that you are able to recognise the signs which may indicate possible abuse, harm or neglect in its different forms and know what to do if there are any concerns. All colleagues are required to attend safeguarding training appropriate to their role and to undertake additional training in associated areas. You also have the ability to seek appropriate advice and report concerns, including escalation if action is not taken.
DDaT Service Analyst employer: HC-One Ltd.
HC-One Ltd. is an excellent employer that prioritises kindness and attention to detail, creating a supportive and welcoming environment for both residents and staff. With a strong emphasis on professional growth and development, employees benefit from comprehensive training and a collaborative work culture in the picturesque setting of Wickham St Paul. Join us to make a meaningful impact while enjoying a fulfilling career in housekeeping.
StudySmarter Expert Advice🤫
We think this is how you could land DDaT Service Analyst
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like HC-One Ltd..
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like HC-One Ltd.. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace DDaT Service Analyst
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to HC-One Ltd..
How to prepare for a job interview at HC-One Ltd.
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in HC-One Ltd.'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services HC-One Ltd. offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
