At a Glance
- Tasks: Provide first line IT support and resolve technical issues for colleagues.
- Company: Join OutsideClinic, the UK's leading provider of at-home optical and hearing care.
- Benefits: Enjoy 22 days annual leave, a pension scheme, and discounts on employee benefits.
- Other info: Collaborative environment with opportunities for skill development and career growth.
- Why this job: Make a real impact by helping colleagues stay connected and productive.
- Qualifications: Experience in IT support and strong troubleshooting skills required.
The predicted salary is between 30000 - 30000 £ per year.
This role is 100% office based at our Head office in Swindon.
Background: OutsideClinic is the UK's leading provider of at home optical and hearing care, delivering over 100,000 eye tests and 10,000 hearing tests every year. With a national workforce supporting patients across the country, technology plays a vital role in ensuring our colleagues can provide an exceptional service.
The Role: As First Line Support, you will be the first point of contact for all IT related queries, providing prompt, professional, and effective technical support to approximately 400 colleagues across our office based, hybrid, and field based workforce. You will be responsible for logging, investigating, and resolving a wide range of technical issues, ensuring users remain productive and IT services continue to operate effectively. This includes supporting hardware, software, Microsoft 365 applications, mobile devices, and connectivity issues, while escalating more complex incidents to the appropriate support teams when required. Working as part of a supportive IT function, you will maintain accurate documentation, contribute to continuous service improvements, and deliver a consistently high standard of customer service. The role requires attendance during Service Desk operating hours of 8.00 am to 4.30 pm, Monday to Friday, with flexibility to support service cover when required.
Key Responsibilities:
- Act as the first point of contact for all IT support requests received through the Service Desk.
- Provide first line technical support to office based, hybrid, and field based colleagues.
- Diagnose and resolve hardware, software, operating system, and connectivity issues.
- Support desktops, laptops, mobile devices, printers, peripherals, and core business applications.
- Provide administration and support for Microsoft 365, including user accounts and associated services.
- Create, maintain, and manage user accounts, permissions, and access requests.
- Log, prioritise, update, and resolve support tickets in line with agreed service levels.
- Use remote support tools to investigate and resolve technical issues efficiently.
- Escalate complex or unresolved incidents to the appropriate technical teams, ensuring clear handovers.
- Carry out basic hardware installations, equipment moves, cable replacements, and workstation setups.
- Maintain accurate documentation of support activities, solutions, and known issues.
- Contribute to the continuous improvement of Service Desk processes and knowledge resources.
- Work collaboratively with colleagues across the IT team to deliver a high quality support service.
- Undertake any other reasonable duties as requested by the IT Support Manager or wider leadership team.
- Work in accordance with company policies, procedures, NHS guidelines, and all relevant legislation at all times.
Experience and Qualifications:
- Previous experience in a First Line Support, IT Service Desk, or Helpdesk environment.
- Strong troubleshooting skills across Windows operating systems, desktop hardware, and mobile devices.
- Experience supporting Microsoft 365 applications and services.
- Excellent customer service and communication skills with the ability to explain technical issues clearly.
- Experience using IT Service Management or ticketing systems.
- Strong organisational skills with the ability to prioritise and manage multiple requests.
- A proactive approach to problem solving with excellent attention to detail.
Benefits:
- 22 days annual leave plus bank holidays (increasing with service)
- Company pension scheme (5% employee and 5% employer)
- Life assurance (4 x salary)
- Discounts through our employee benefits platform
- Free onsite parking at our Swindon Head Office
Why Join Us?
At OutsideClinic, you'll be joining a growing organisation where technology is fundamental to delivering outstanding patient care. We offer a collaborative and supportive working environment, opportunities to develop your technical skills, and the chance to make a real impact by helping colleagues across the business stay connected and productive.
First Line IT Support - Swindon employer: OutsideClinic
OutsideClinic is an exceptional employer that prioritises employee growth and development within a collaborative and supportive work culture. Located in Swindon, our Head Office offers a range of benefits including competitive salaries, a generous pension scheme, and opportunities for skill enhancement, all while contributing to meaningful patient care through technology.
StudySmarter Expert Advice🤫
We think this is how you could land First Line IT Support - Swindon
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what OutsideClinic values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges OutsideClinic might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at OutsideClinic!
✨Direct Apply to OutsideClinic
Let's not forget to apply directly through the OutsideClinic website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace First Line IT Support - Swindon
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at OutsideClinic.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at OutsideClinic. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at OutsideClinic
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
