At a Glance
- Tasks: Provide top-notch IT support and resolve tech issues for HC-One staff.
- Company: Join HC-One, a leading care home provider with a caring culture.
- Benefits: Enjoy 25 days annual leave, GP online access, and exclusive discounts.
- Other info: Be part of a passionate team dedicated to excellent customer service.
- 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.
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.
Responsibilities- Field and resolve technical support requests for HC-One staff.
- Maintain incident and request records in ticketing systems.
- Follow incident management and request fulfilment processes.
- Collaborate with the Service Desk team and manage customer expectations.
- Level 3 IT Qualification or equivalent.
- Minimum of 2 years prior experience in tech support, desktop support, or a similar role.
- Experience with ticketing systems and ITIL Framework.
- Proficient with Microsoft Office 365, intermediate skills with Active Directory, remote desktop applications and help desk software.
- Excellent interpersonal, written and verbal communication skills.
- Attention to detail and strong problem‐solving skills.
- Knowledge of safeguarding and ability to recognise abuse, harm or neglect.
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.
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.
DDaT Service Analyst employer: HC-One
HC-One is an excellent employer that prioritises the well-being of both its Residents and staff. With a supportive work culture that encourages personal growth and development, employees benefit from comprehensive training, competitive pay, and generous leave policies. Working in Bloxwich, you'll be part of a dedicated team that values compassion and respect, making a meaningful impact in the lives of those you serve.
StudySmarter Expert Advice🤫
We think this is how you could land DDaT Service Analyst
✨Tip Number 1
Get to know the company! Research HC-One and understand their values and mission. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Service Analyst, you'll need to convey technical information clearly. Try role-playing with a friend or family member to get comfortable explaining IT concepts in simple terms.
✨Tip Number 3
Network like a pro! Connect with current or former HC-One employees on LinkedIn. They can provide insights about the company culture and even give you tips on how to ace your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the HC-One family. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace DDaT Service Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the DDaT Service Analyst role. Highlight your relevant experience in tech support and customer service, and show us how you can be a champion for our users!
Show Off Your Skills:Don’t forget to mention your proficiency with Microsoft Office 365 and any experience with ticketing systems. We want to see how your skills align with what we need at HC-One, so be specific!
Be Personable:Since this role is all about excellent customer service, let your personality shine through in your written application. Use a friendly tone and convey your willingness to help – we love that kind of attitude!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at HC-One
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially with Microsoft Office 365 and Active Directory. Be ready to discuss your previous experiences in tech support and how you've resolved issues in the past. This will show that you're not just familiar with the tools but can also use them effectively.
✨Showcase Your Customer Service Skills
Since the role is all about providing excellent customer service, think of examples where you've gone above and beyond for a customer. Prepare to share stories that highlight your interpersonal skills and your ability to manage expectations, as this will resonate well with the interviewers.
✨Familiarise Yourself with ITIL Best Practices
Understanding the ITIL framework is crucial for this role. Brush up on incident management and request fulfilment processes. You might be asked how you would handle specific scenarios, so having a solid grasp of these concepts will give you an edge.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges they face, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
