Helpdesk Technician

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
• Assisting in overseeing asset database
• 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

Essential

• Able to work well in a team
• Able to work independently when required
• Good diagnostic thought processes
• A keen desire to learn

Desirable

• 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

Competencies & Behaviours

• Punctuality
• Strong communication skills
• Willingness to learn
• Friendly and polite
• Ability to problem solve

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.

Salary - £27,000-£30,000 per annual, * Competitive salary.

• 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., Our branches have a wide variety of hours and rotas which means it's possible to find shifts that fit in with your life situation, whether you want a full time role or are just looking for a few hours a week. All that we ask is that you commit to the hours you can do two weeks in advance. Do I need care experience to join?

Six months' professional care experience is ideal - such as a domiciliary carer, care assistant, homecare worker, support worker or healthcare assistant. However, if you are new to care some branches do offer training leading to care certificates, so please contact the recruitment team to discuss on 0808 239 9716. Do I need a driving licence?

A full clean driving is required for some roles, but not all. Job roles normally state if a driving licence is required, but if you are unsure then please contact the recruitment team on 0808 239 9716. What pre-employment checks do you do?

To join Prestige Nursing & Care as a professional carer you will be required to apply for a DBS (Disclosure and Barring Service) check, unless you are registered with the update service.

We can help you apply via your local branch. When you work with children and vulnerable adults a DBS check is a legal requirement. Find out more about DBS checks: https://www.gov.uk/government/organisations/disclosure-and-barring-service/about.

We also require two professional references, one of which should be your current or most recent employer.

Finally, you will be required to provide proof of eligibility to work in the UK, NI number, ID and proof of address. Your recruiter will talk you through all requirements and support you all the way. What training do I need to complete before starting work?

You will need to complete both online e-learning modules and virtual training via Microsoft Teams. This is very flexible and can be completed from home as long as you have a compatible device. Find out more about the training we offer. Is the training free?

Yes, the training is completely free. Do you offer regular patterns of work?

Yes, our branches offer a wide variety of hours and shift patterns. Will I be employed by Prestige Nursing & Care?

You would become a member of our team with a contract for services. You would be eligible for things like SSP and holiday, as well as a NEST workplace pension. How old do you have to be to work as a carer?

You need to be 18 years old to join our care team and there is no upper age limit. How often will I get paid?

We pay all our professional carers weekly.