Service Desk Agent

Job description

Job responsibilities

An opportunity has arisen working within the Service Support Team, thevacancy is for a Service Desk Agent working 37.5 hours between Monday to Friday.

The postholder will be expected to log all calls into the Call Logging System, ensuring that all processes are carried out in a timely and accurate manner to ensure an efficient Service Desk, giving advice to the user following agreed pre-defined responses to facilitate possible solutions to all calls.

If a call is logged onto the Call Logging System and then has to be passed onto a supplier for rectification, the Service Desk Agent will be responsible for ensuring call progress with the supplier is monitored and falls within the contractual obligations.

Assist in on-going projects within the department, providing administration support and ensuring accurate records for configuration management.

The ideal candidate will have strong administration, customer services and organisational skills, being a good communicator, polite, patient and helpful at all times to all levels of staff. Ability to use a computer is essential, in particular, Microsoft Word and Microsoft Excel.

Training will be given in the use of the Call Logging System.

Candidates will be required to present original certificates for qualifications at theinterview stage.

Please note this vacancy may close before the advertised closing date if a sufficient number of suitable applications are received.

Person Specification

Qualifications

Essential

• GCSE Level or equivalent experience
• ECDL or equivalent experience

Experience

Essential

• Relevant Customer Service experience

Skills

Essential

• Effective verbal communication skills
• Analytical thinking skills
• Customer focus skills
• Attention to detail skills
• Teamworking skills
• IT Literacy and keyboard skills

Knowledge

Essential

• Awareness of Operating Infrastructure
• Awareness of Application Systems
• Awareness of Configuration Management
• Awareness of Operating Systems
• Familiar with Desktop Software
• Awareness of Function or Department

Additional

Essential

• Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
• Able to work unsocial hours
• Able to facilitate cross-site working

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

Address

Leigh Infirmary

Leigh

Leigh

WN7 1HS

Employer's website

http://www.wwl.nhs.uk/ (Opens in a new tab)