An IT Support Technician is required for our NHS client  to provide first and second line support to users within ITIL compliant standards.

You will be the first point of contact for users with regards to incident resolution, recording calls, logging requests, managing and processing in line with agreed incident management processes and actioning change requests to completion.

Also to resolve incidents and faults and user support issues to the satisfaction of the end user.  You will respond to queries in a timely manner in accordance to their SLA's  and resolve problems.

Maintain regular communications with the customer over any issues such as scheduled and unscheduled down time, changes to service delivery and the status of reported incidents.

Ensure that all in house documentation and procedures are well maintained and create reports for management from collected data showing trend analysis and highlighting abnormal system performance.

Undertake surveys or audits as required.

Essential Skills & Experience required

Previous experience providing first line support within a Service Desk environment

Experience providing service desk support of a large and varied user base in IT systems

Experience working within an ITIL environment

Used to working to Service Level Agreements (SLAs)

Able to provide an effective customer service

Previous experience of working within an NHS/Healthcare or other public sector organisation.

Note: This role is remote working but you will be required to attend the clients office in Cardiff one day per month

To apply to this role please email your CV to: joanne.stanley@certes.co.uk

Certes IT Service Solutions welcome applications from all sections of the community and from people with diverse experience and backgrounds