At a Glance
- Tasks: Provide first-line helpdesk support and troubleshoot IT issues for clients.
- Company: Prestige Nursing & Care, a leader in specialist homecare services.
- Benefits: 28 days annual leave, birthday off, career development, and wellbeing support.
- Other info: Flexible working options after probation and opportunities for career growth.
- Why this job: Join a supportive team and make a real difference in people's lives.
- Qualifications: Basic IT skills, problem-solving ability, and a willingness to learn.
The predicted salary is between 27000 - 30000 £ per year.
- Helpdesk Technician (Helpdesk Tech) Epsom, England
- Job Title – Helpdesk Technician
- Hours – Full Time Mon-Fri 9am-5pm
5 days in the office until passing probation period. 3 days in the office and 2 days working from home, dependant on performance thereafter.
Purpose of the Job
At Prestige Nursing & Care we pride ourselves on our ability to provide specialist Homecare Services for individuals of all ages living within their own homes.
We are committed to ensuring each individual receives a person centred, professional service through our local teams of professional carers and registered nurses.
The Helpdesk Technician will be responsible for providing remote support to our clients via our ticketing system and via phone, Teams and remote access software where necessary.
Maintaining our IT assets database.
Setting up new user accounts and provisioning IT equipment in line with our build policies.
Deprovisioning leavers and assisting with more complex problems and projects when applicable.
Assisting in the networking and equipment setup of our growing network of branches.
Key Relationships
Branch Staff, Support Centre Staff and Franchise Directors.
- Main Responsibilities
- Provide first Line Helpdesk support via phone, email, and remote access software
- Troubleshoot, diagnose problems, implement corrective action and/or escalate to other technical resources as appropriate and in line with agreed processes
- Support customers through the problem-solving process
- Administration of users account and credentials
- Daily operational checks
- Manage and maintain accurate records
- Client machine builds
- Ordering equipment
- On-site support when required
- Accountabilities
- Maintaining a high level of customer service
- Communicating with the rest of the IT department and escalating issues
- Recording accurate records and dealing with all tasks in a timely manner
Person Specification
- Able to work well in a team
- Able to work independently when required
- Good diagnostic thought processes
- A keen desire to learn
- Some hands‑on experience of IT ticketing systems
- Some hands‑on Active Directory and Microsoft Azure/Intune
- Some hands‑on experience working with Microsoft Technologies such as Windows 10 & 11, Windows Server 2012 R2 and/or above, Microsoft 365
- Experience of VOIP systems
- Punctuality
- Willingness to learn
- Friendly and polite
- Ability to problem solve
Your benefits will include
- 28 days annual leave (including bank holidays) increasing every year by 1 to the maximum of 33 days over 5 years’ service.
- An additional paid day off for your birthday.
- Family friendly policies designed to offer you more support, flexibility, and additional time off when you most need it.
- Reward and recognition programmes to acknowledge value, loyalty and going the extra mile.
- Annual leave purchase (ALP) scheme to provide more time off during the year.
- Cycle benefit scheme to support healthier more sustainable travel choices.
- Blue Light Card & Health Service Discounts to help save money on your spending.
- Wellbeing support via the Employee Assistance Programme (EAP) confidential phone line and online support and resources available to you and your loved ones 24/7.
- Career development and training to help you achieve your potential.
In line with CQC & Care Inspectorate regulations, we require and will undertake right to work, reference and employment history checks in line with Government guidelines for this role and safer recruitment best practice.
You may be asked to provide your employment details through HMRC.
Whilst we endeavour to keep the recruitment process as short as possible, due to the nature of these important checks there may be extension to timelines.
As a private provider of home care in the UK, Prestige Nursing & Care is not affiliated to the NHS, as such we are unable to sponsor or take over sponsorship of any employment visa at this time.
All our clients are equally entitled to have their needs met in a safe, fair and balanced way.
Prestige Nursing & Care colleagues are responsible for promoting equal opportunities for all and for challenging any behaviour or practice which discriminates against any client or colleague on the grounds of race, religion, disability, age, gender, sexual orientation, identity or any other perceived difference.
We reserve the right to close this position early.
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StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Technician in Epsom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Prestige-Nursing-. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Prestige-Nursing- before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Technician in Epsom
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Prestige-Nursing-:Your cover letter is your chance to shine! Tell us why you want to work at Prestige-Nursing- specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Prestige-Nursing-!
How to prepare for a job interview at Prestige-Nursing-
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
