Job Title: Helpdesk and Application Support Officer
Location: Liverpool
Salary: £24,700 – £28,800 per year depending on experience.
Job type: Full Time – 37.5 hours per week. Can also be based in Wirral (hybrid working)
The Company:
Claire House Children’s Hospice helps seriously and terminally ill children live life to the full by creating wonderful experiences and bringing back a sense of normality to family life. By providing specialist nursing and end of life care, as well as emotional support, Claire House helps families through some of the toughest times of their lives. It offers places for children to relax and enjoy themselves, whatever their age.
At our site on the Wirral, they can have fun in our multi-sensory room, art room, hydrotherapy pool and jacuzzi. There is a separate wing complete with bar, sound system and Xbox for teenagers and young adults. Whilst their children are having fun, mums and dads get the chance to enjoy some much-needed time off together or the opportunity to spend time with their other children.
The Role:
Claire House has an exciting opportunity for a Helpdesk and Application Support Officer. The successful candidate will have excellent communication/customer service skills and will work to support all teams across the charity, dealing with IT queries and incidents.
Key Responsibilities:
- Log incidents and service requests from the business
- Be the 1st line to investigate and diagnose problems or queries
- Triage calls to resolve queries in the most efficient way
- Set up users, including new starters, on required applications ensuring the right IT equipment is in place for their needs and job role
- Regularly communicate when incidents effect users or groups of users
- Provide training on applications and O365 to ensure all systems are used correctly and in the most efficient way
- Assist with testing of any new applications and help co-ordinate UAT
- Set up user hardware requirements of any new or replacement equipment
- Assist the project team with testing and training of any new applications which are introduced to the IT estate
Knowledge and experience:
- Experience of working in a similar customer service orientated support role
- Ability to communicate verbally and in writing
- Experience working in a ITIL environment
- Ability to handle difficult situations and queries
- Ability to analyse the problem and bring to a resolution
- Ability to prioritise your own workload
- Works well under pressure
Benefits:
- Generous annual leave – 35 days including bank holidays
- Company pension scheme (up to 4% employer contribution)
- Life cover – 2 x salary
- We want a happy and healthy workforce and offer flexibility, inclusion and free access to a wide range of wellbeing initiatives to support all staff both inside and outside of work
- Opportunity for hybrid working upon completion of probationary period
- Free on-site car parking
- Free eye sight test
- Cycle to Work Scheme
We are actively seeking candidates from a diverse range of backgrounds.
At Claire House we welcome applicants from all backgrounds and value everyone as an individual. We are committed to organisational practices, which promote diversity and inclusion for all employees and volunteers regardless of age, disability, gender reassignment, sex, marriage, and civil partnership status, pregnancy and maternity status, race, religion or belief. Connecting these differences creates a productive environment in which everyone feels valued.
Please click on the APPLY button to complete the application form for this role.
Closing date: 22 March 2023 at midday.
Interview date: 29 March 2023 – please make a note of this date, we will not be able to change it.
Candidates with the relevant experience or job titles of: IT Support Officer, IT Support, IT Officer, IT, IT Technical Support, IT Administrator, IT Support Engineer, Helpdesk, Service Desk, Technical Support, Application Support, 1st Line, and System Support may also be considered for this role.
