IT &Help Desk Support (T2G135)



Job Description

A Class Care is a Home Care provider that provides care enabling elderly clients to remain in their homes for Longer. The support required is dependent on the needs of the client but can include administering medication, companionship, shopping, preparing meals, attending doctors appointments and personal care. The carer is required to provide support that assists the client with their everyday needs.

The role

Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

Help Desk Job Duties

  • Responding to queries via chat, email, or phone
  • Training other staff members on troubleshooting and diagnosing problems
  • Writing, editing, and revising training manuals for new and updated software and hardware
  • Providing technical assistance for questions and problems
  • Resolving problems with networks and other computer systems
  • Diagnosing system errors and other issues
  • Following up with customers to ensure full resolution of issues
  • Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
  • Running reports to analyse common complaints and problems
  • Installing or changing software to fix issues
  • Remotely accessing hardware or software for clients to make changes and fix problems

Experience and Abilities Required

  • Prior experience in technical support, desktop support, or a similar role
  • Proficiency in Windows including Office365
  • Ability to Troubleshoot and Diagnose Problems
  • Familiarity with both PC and Mac Hardware and Software
  • Experience with Network Repairs and Analysis
  • Ability to Communicate Effectively to help customers fix their issues
  • Writing and Editing Skills to aid in writing and updating manuals
  • Experience with remote desktop application and help desk software

Driving Licence required , some travel to Cambridge office

Personal Attributes

Self-motivation and pro-active attitude

Desire to make a difference in International Development

Excellent work ethic

Client Job Title

HR Director

Job Location


Graduate Degree

Computer Science, Data Science and Information Systems

Skills /abilities/ competencies

Excellent writing skills
Excellent presentation skills
Pays attention to detail

Start Date

27th March 2020