Job summary About Us: Claire House Childrens Hospice helps seriously and terminally ill children live life to the full bycreating 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. Main duties of the job In this role, you will: Provide technical support to users for hardware, software and network issues. Diagnose and resolve technical problems efficiently. Utilize an IT ticketing system to log, track, and resolve user issues efficiently, ensuring accountability and improving service quality. Maintain accurate records of IT issues, solutions, and system configurations. Triaging and escalating tickets to other members of the team and Support Manager (ICT) where necessary. Ensure new starters have access to all the right IT equipment appropriate for their needs or job roles. Regularly communicate when incidents effect users or groups of users Train users on new software and hardware and provide ongoing support. Set up and configure new hardware, including computers, printers, and other devices. About us What we offer you: In addition to a competitive salary: 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 If this sounds like the role for you, please read the job description here. 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. Interview date: 29 March 2025 please make a note of this date, we will not be able to change it. Date posted 05 March 2025 Pay scheme Other Salary £29,500 to £32,600 a year Contract Permanent Working pattern Full-time Reference number B0316-25-0012 Job locations Clatterbridge Road Bebington Wirral Merseyside CH63 4JD Job description Job responsibilities 1. MAIN PURPOSE OF JOB: The post holder will support the Support Manager (ICT) in providing IT support and training for the organisation. 2. POSITION IN ORGANISATION: The post holder reports to the Support Manager (ICT) and is part of the IT team. The post holder has no supervisory responsibilities. 3. SCOPE OF JOB: Provide technical support to users for hardware, software and network issues. Diagnose and resolve technical problems efficiently. Maintain accurate records of IT issues, solutions, and system configurations. Utilize an IT ticketing system to log, track, and resolve user issues efficiently, ensuring accountability and improving service quality. Triaging and escalating tickets to other members of the team and Support Manager (ICT) where necessary. Ensure new starters have access to all the right IT equipment appropriate for their needs or job roles Ensure that leavers are removed from the IT estate. Train users on new software and hardware and provide ongoing support. Set up and configure new hardware, including computers, printers, and other devices. Implement and monitor security measures to protect data and systems. Ensure audit checks are performed to ensure users do not have inappropriate IT access. Regularly communicate when incidents effect users or groups of users. Manage the mobile devices ensuring all devices are secure and updated regularly. 4. DIMENSIONS & LIMITS OF AUTHORITY: The role will largely work as a part of the wider ICT team. 5. QUALIFICATIONS & SKILLS LEVEL: Experience of working in a similar IT Environment or Department. Experience of Windows Server and workstation administration. Experience of Active Directory management. Experience of using Zendesk or similar IT helpdesk logging system. Experience in delivering support via email and by phone. Experience working in a ITIL environment. Ability to communicate verbally and in writing. 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. KEY RESPONSIBILITIES: Ensure that all queries and incidents are captured and tracked to completion on the helpdesk ticketing system. Ensure all queries that cannot be dealt with within the agreed SLAs are communicated and triaged appropriately to your manager and the user who raised the call. Assist the project team with testing and training of any new applications which are introduced to the IT estate. Ensure all processes and procedures are understood and up to date. Ensure that all administration tasks of setting up or removing leavers from all applications are carried out in line with delegated authority limits. Regularly audit our systems to ensure they match what the job role requires. Liaising with third party vendors. Ensure seamless handovers to team members to maintain continuity and efficiency during project work, when problems arise, and in times of sickness or annual leave. Promote and maintain a collaborative team environment to ensure effective teamwork and support. Deliver excellent customer service to always meet and surpass the expectations of our organisation and staff members. This job description does not attempt to describe all the tasks and responsibilities of the post, but rather illustrates with examples, the main role of the post-holder. It is therefore subject to alteration and development as and when required. Job description Job responsibilities 1. MAIN PURPOSE OF JOB: The post holder will support the Support Manager (ICT) in providing IT support and training for the organisation. 2. POSITION IN ORGANISATION: The post holder reports to the Support Manager (ICT) and is part of the IT team. The post holder has no supervisory responsibilities. 3. SCOPE OF JOB: Provide technical support to users for hardware, software and network issues. Diagnose and resolve technical problems efficiently. Maintain accurate records of IT issues, solutions, and system configurations. Utilize an IT ticketing system to log, track, and resolve user issues efficiently, ensuring accountability and improving service quality. Triaging and escalating tickets to other members of the team and Support Manager (ICT) where necessary. Ensure new starters have access to all the right IT equipment appropriate for their needs or job roles Ensure that leavers are removed from the IT estate. Train users on new software and hardware and provide ongoing support. Set up and configure new hardware, including computers, printers, and other devices. Implement and monitor security measures to protect data and systems. Ensure audit checks are performed to ensure users do not have inappropriate IT access. Regularly communicate when incidents effect users or groups of users. Manage the mobile devices ensuring all devices are secure and updated regularly. 4. DIMENSIONS & LIMITS OF AUTHORITY: The role will largely work as a part of the wider ICT team. 5. QUALIFICATIONS & SKILLS LEVEL: Experience of working in a similar IT Environment or Department. Experience of Windows Server and workstation administration. Experience of Active Directory management. Experience of using Zendesk or similar IT helpdesk logging system. Experience in delivering support via email and by phone. Experience working in a ITIL environment. Ability to communicate verbally and in writing. 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. KEY RESPONSIBILITIES: Ensure that all queries and incidents are captured and tracked to completion on the helpdesk ticketing system. Ensure all queries that cannot be dealt with within the agreed SLAs are communicated and triaged appropriately to your manager and the user who raised the call. Assist the project team with testing and training of any new applications which are introduced to the IT estate. Ensure all processes and procedures are understood and up to date. Ensure that all administration tasks of setting up or removing leavers from all applications are carried out in line with delegated authority limits. Regularly audit our systems to ensure they match what the job role requires. Liaising with third party vendors. Ensure seamless handovers to team members to maintain continuity and efficiency during project work, when problems arise, and in times of sickness or annual leave. Promote and maintain a collaborative team environment to ensure effective teamwork and support. Deliver excellent customer service to always meet and surpass the expectations of our organisation and staff members. This job description does not attempt to describe all the tasks and responsibilities of the post, but rather illustrates with examples, the main role of the post-holder. It is therefore subject to alteration and development as and when required. Person Specification Skills Essential Excellent IT skills including M365. Excellent communication skills with the ability to communicate, both verbally and in writing. Able to communicate complex ideas to non-technical staff. Problem solving skills. Organised and methodical approach. Experience Essential Experience of working in a busy IT department. Experience of Windows Server and workstation administration. Experience of Active Directory management. Experience of using Zendesk or similar IT helpdesk logging system. Experience in delivering support via email and by phone. Desirable Experience with some of the following systems: ThankQ, SelectHR/Pay, Vantage, The Care Database Qualifications Essential Educated to GCSE Level or equivalent qualification. Further education in a relevant subject or equivalent experience. Desirable Have a recognised ITIL qualification. Personal Attributes/Abilities Essential Ability to work effectively as part of a team & on your own initiative. Excellent attention to detail. Understand confidentiality. Works well under pressure. Flexibility to cover for sickness and holidays. Person Specification Skills Essential Excellent IT skills including M365. Excellent communication skills with the ability to communicate, both verbally and in writing. Able to communicate complex ideas to non-technical staff. Problem solving skills. Organised and methodical approach. Experience Essential Experience of working in a busy IT department. Experience of Windows Server and workstation administration. Experience of Active Directory management. Experience of using Zendesk or similar IT helpdesk logging system. Experience in delivering support via email and by phone. Desirable Experience with some of the following systems: ThankQ, SelectHR/Pay, Vantage, The Care Database Qualifications Essential Educated to GCSE Level or equivalent qualification. Further education in a relevant subject or equivalent experience. Desirable Have a recognised ITIL qualification. Personal Attributes/Abilities Essential Ability to work effectively as part of a team & on your own initiative. Excellent attention to detail. Understand confidentiality. Works well under pressure. Flexibility to cover for sickness and holidays. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Claire House Address Clatterbridge Road Bebington Wirral Merseyside CH63 4JD Employer's website https://www.clairehouse.org.uk (Opens in a new tab)