Job Title: First Line IT Support

Location: Swindon Office

Reporting to: IT Support Manager

Salary: Up to £30,000

Hours: Monday to Friday 37.5 hours per week

Background

OutsideClinic is the UK's leading provider of at home optical and hearing care, delivering over 100,000 eye tests and 10,000 hearing tests every year. With a national workforce supporting patients across the country, technology plays a vital role in ensuring our colleagues can provide an exceptional service.

The Role

As First Line Support, you will be the first point of contact for all IT related queries, providing prompt, professional, and effective technical support to approximately 400 colleagues across our office based, hybrid, and field based workforce.

You will be responsible for logging, investigating, and resolving a wide range of technical issues, ensuring users remain productive and IT services continue to operate effectively. This includes supporting hardware, software, Microsoft 365 applications, mobile devices, and connectivity issues, while escalating more complex incidents to the appropriate support teams when required.

Working as part of a supportive IT function, you will maintain accurate documentation, contribute to continuous service improvements, and deliver a consistently high standard of customer service. The role is based at our Head Office in Swindon and requires attendance during Service Desk operating hours of 8.00 am to 4.30 pm, Monday to Friday, with flexibility to support service cover when required.

Key Responsibilities

· Act as the first point of contact for all IT support requests received through the Service Desk.

· Provide first line technical support to office based, hybrid, and field based colleagues.

· Diagnose and resolve hardware, software, operating system, and connectivity issues.

· Support desktops, laptops, mobile devices, printers, peripherals, and core business applications.

· Provide administration and support for Microsoft 365, including user accounts and associated services.

· Create, maintain, and manage user accounts, permissions, and access requests.

· Log, prioritise, update, and resolve support tickets in line with agreed service levels.

· Use remote support tools to investigate and resolve technical issues efficiently.

· Escalate complex or unresolved incidents to the appropriate technical teams, ensuring clear handovers.

· Carry out basic hardware installations, equipment moves, cable replacements, and workstation setups.

· Maintain accurate documentation of support activities, solutions, and known issues.

· Contribute to the continuous improvement of Service Desk processes and knowledge resources.

· Work collaboratively with colleagues across the IT team to deliver a high quality support service.

· Undertake any other reasonable duties as requested by the IT Support Manager or wider leadership team.

· work in accordance with company policies, procedures, NHS guidelines, and all relevant legislation at all times.

Experience and Qualifications

· Previous experience in a First Line Support, IT Service Desk, or Helpdesk environment.

· Strong troubleshooting skills across Windows operating systems, desktop hardware, and mobile devices.

· Experience supporting Microsoft 365 applications and services.

· Excellent customer service and communication skills with the ability to explain technical issues clearly.

· Experience using IT Service Management or ticketing systems.

· Strong organisational skills with the ability to prioritise and manage multiple requests.

· A proactive approach to problem solving with excellent attention to detail.

Benefits

· 22 days annual leave plus bank holidays (increasing with service)

· Company pension scheme (5% employee and 5% employer)

· Life assurance (4 x salary)

· Discounts through our employee benefits platform

· Free onsite parking at our Swindon Head Office

Why Join Us?

At OutsideClinic, you'll be joining a growing organisation where technology is fundamental to delivering outstanding patient care. We offer a collaborative and supportive working environment, opportunities to develop your technical skills, and the chance to make a real impact by helping colleagues across the business stay connected and productive.