First Line Help-desk Operative


Bodmin, Cornwall, United Kingdom
Job Type
£18,000 to £20,000

We are searching for a First Line Helpdesk Operative to join a busy Software Development business on a permanent, full time basis in Bodmin, Cornwall. Your main role will be to receive and log telephone queries from customers with regard to clinical software and computer hardware faults. You will also be responsible for diagnosing faults and resolving problems wherever possible in a professional, friendly and timely manner. All training will be provided and it is worth baring in mind that the successful completion of each skills module will mean an increase in salary as you progress, so the annual salary is certainly not set in stone.

Key Tasks:

  • To receive and log service desk queries and problems, maintaining good records of both the call and the solution(s) found
  • Research any software or hardware issues to be able to diagnose/resolve the fault or ensure that problems requiring action from other departments are reported promptly and documented
  • Provide a high level of support to end users, implementing a fix or informing the customer of the solution to a query
  • To maintain effective communication with colleagues and other individuals / departments within the organisation, acting as a key liaison, highlighting potential problems
  • Take responsibility for own workload, ensuring that tasks set by management are carried out

Knowledge & Skills Required:

  • Experience of providing IT support and troubleshooting hardware and software issues is essential
  • Having a general interest in IT and previous work experience within customer service would be beneficial
  • Using an IT Service Management system to allocate and monitor support tasks would be desirable but not essential as training will be provided
  • Excellent communication, interpersonal and keyboard skills and having the ability to prioritise and work to deadlines is essential
  • Having previous experience of dealing with clinical safety would be highly advantageous
  • Knowledge of SQL and Unix/Linux would be beneficial but is not essential as training will be provided
  • Technical competence and proven troubleshooting skills are key, interpretation of cases requiring the post holder to devise solutions, learning and adapting to new technologies

Internal contact is a key feature of the job, involving the post holder in liaison and consultation with other team members, staff and managers across the Company. Externally, the post holder will have frequent contact with GP practice customers and regular contact with Health Authorities, CCGs and 3rd party maintenance suppliers.

This position is office based with very occasional visits to client sites and other premises.  You will  be required to work an 8 ½ hour shift pattern, which will operate between the hours of 06:30 and 20:30, when fully trained you will also join the weekend shift rota and will be given laptop/phone as required for this purpose. The sky is the limit in this position and it would well suit someone who sees a future for themselves in troubleshooting IT Hardware and Software problems, as there is plenty of room to progress with this forward thinking, well established business.

If you have the experience and are currently looking for a new challenge, then please submit an up to date CV by using the ‘apply’ button below. For an informal chat, please phone 01752 252533 and ask for Rachel V, many thanks for your interest.

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