IT Helpdesk Technician – Kearsley (M26 1GG) – Full training provided – Part-time (20 hours per week)

Head Office

Posted by mydentist on 9 February 2015

Reference: IDH5_ID7618

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IT Helpdesk Technician - Full training provided - Part-time (20 hours per week) - Kearsley

IDH Group is the UK’s largest dental corporate with a network of over 660 practices nationwide. We have over 7500 employees looking after 10 million patients. We believe that our growing ‘Group’ philosophy is the way forward in Dental Care - sharing standards, clinical excellence, increased employee opportunities and better training for all of our dentists.



08:00 - 13:00 - Monday - Thursday OR

09:30 - 14:30 - Monday - Thursday OR

08:30 - 12:30 - Monday - Friday OR

11:00 - 15:00 - Monday - Friday

Job Purpose: To provide 1st line support for  all IT issues.  To provide remote support to end users in the field or practices, and face to face support to support centre colleagues.  . To maintain hardware and software used by end users.  IT helpdesk technicians need to be extremely customer focused delivering outstanding customer service.

Key Accountabilities:

  • Ensure that all calls are logged accurately and promptly in line with call logging procedures.
  • Identifying and resolving hardware/software related problems for example SMS, imail, password resets and basic IT equipment. 
  • Provide 1st line fixes
  • Escalate issues as required in line with the escalation process.
  • Work collaboratively .with other areas of the IT department and champion ‘right first time’ service to maintain a 95% SLA on all IT issues.
  • Educate/reinforce IDH IT policies and procedures to end users.
  • Ability to work in a fast paced, high pressure environment, answering approximately 60 calls per day.
  • Build and configure IT hardware e.g. laptops, desktops and mobile devices.