IT First Line Service Desk & Application Support Engineer

at  HCRG Care Group

Job Introduction
Join our IT Service Desk team and help keep our organisation running smoothly! You’ll provide remote technical and application support, working to resolve IT issues quickly and efficiently while delivering excellent customer service.
You will troubleshoot and resolve IT issues, escalate when needed, and update support tickets in line with SLAs. Additionally, you’ll assist with IT projects, system rollouts, and business mobilisations, working closely with teams across the UK.
This hybrid role is primarily home-based, with 1-2 days a week at our Runcorn Head Office (plus flexibility for training, projects, and business needs). You’ll work with a range of IT systems, support nationwide teams, and gain hands-on experience—full training provided!
Main Responsibilities

As a First Line Service Desk & Application Support Engineer you will be responsible for but not limited to:

• Provide 1st line IT support across HCRG Care Group, including desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot hardware, software, and network issues for Windows and Mac systems.
• Adapt to varied environments, supporting both new and legacy technologies.
• Ensure timely issue resolution, maintaining SLAs and high customer satisfaction.
• Support Microsoft products like Active Directory, Azure, and Office 365 (training provided).
• Assist with peripheral devices and promote IT security best practices.
• Work remotely with occasional visits to Runcorn head office.
• Update documentation and collaborate with IT teams across the business.

PLEASE SEE JOB DESCRIPTION FOR FULL LIST OF RESPONSIBILITIES.

The Ideal Candidate
What We’re Looking For:

As a First Line Service Desk & Application Support Engineer you will be responsible for but not limited to:

• Provide 1st line IT support across HCRG Care Group, including desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot hardware, software, and network issues for Windows and Mac systems.
• Adapt to varied environments, supporting both new and legacy technologies.
• Ensure timely issue resolution, maintaining SLAs and high customer satisfaction.
• Support Microsoft products like Active Directory, Azure, and Office 365 (training provided).
• Assist with peripheral devices and promote IT security best practices.
• Work remotely with occasional visits to Runcorn head office.
• Update documentation and collaborate with IT teams across the business

As a First Line Service Desk & Application Support Engineer, you will be working in a hybrid capacity, with a base at our Runcorn office, providing remote support to the entire organisation. You will feel valued in your role at HCRG Care Group, benefiting from exclusive rewards and benefits, including:

• £22,369 plus Group Pension
• Free tea, coffee and milk at your base location.
• Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
• Access to your wages as you earn them to help cover life’s emergencies and avoid overdraft fees or high interest rates
• Online and face to face help with your mental and physical wellbeing – from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
• Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our ‘Outstanding’ learning and development team, The Learning Enterprise
• An open, just culture where you’re encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care – backed up by at least £100,000 of ringfenced innovation funding each year
• The pride of working for an organisation committed to the highest clinical and quality standards: with the majority of our rated services holding “good” or “outstanding” ratings from the Care Quality Commissio