Job summary
We are excited to offer the opportunity for a full-time position as a Service Desk Operator.
This post is available to candidates who wish to contribute to the on-going success of the service.
You can be based at Ipswich or Colchester Hospital and you will be expected to work on both sites as required and a considerable amount at home.
Our current service operates Monday - Friday 0800-1700, but we would be very happy to receive applications based on the majority of hours completed after 1700 Monday - Friday or over weekends. We want to expand the time our services are running and are willing to be very flexible with agreeing a working hours pattern.
Applications to work within the standard 0800-1700 are still very welcome
Please do include details of your desired working pattern in the 'supporting information' area of the application.
You will need an excellent telephone manner and verbal communication skills.
You will also need a track record in all of the above and have exemplary dedication to customer service. Service Desk experience of supporting I.T. systems is preferable. An ability to work quickly and methodically, sometimes in a highly interactive atmosphere, is also required.
Main duties of the job
As a Service Desk Operator , you will:
- Provide quality telephone support to our end users.
- Log and manage support calls for assistance to a conclusion.
- Use remote diagnostic tools to carry out remote assistance to resolve calls at first contact.Escalate to Service Desk Analysts, second and third level support teams any calls that require further diagnostics.
- Manage the call flows to comply with Service Level Agreements, ensuring timely interventions by the on-site technical team and third party contractors if required.
- Communicate with users at all levels within the organisation, ensuring they are fully aware of progress at all times.
- Use experience and creative thinking to work with the Service Desk Manager to modify processes and procedures so they better meet users' needs.
- Assist and advise Service Desk Analysts and Administrators with their daily tasks.
About us
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.
We are the largest NHS organisation in East Anglia, employing more than 12,000 staff.
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A
Job description
Job responsibilities
- Function as initial point of contact for ESNEFT colleagues either by phone or tickets raised
- Provide a high-quality telephone support service for all ESNEFT ICT users.
- Assist with review of policy and procedures which will impact on the service desk and all system users across the Trust (including Clinicians)
- Triage all faults with any supported ESNEFT ICT systems, resolving these in the majority of cases by permanent resolution, or by implementing an appropriate workaround.
- Provide advice over the phone to staff on the use of the IT systems, and on the policies in place regarding security etc.
- Install software remotely and provide support for all hardware and software in use by ESNEFT users. Provide advice on the use of IT services.
- Provide queue management and thoroughly triage customer issues to provide a resolution or escalate to Service Desk Analysts.
- Provide a high-quality telephone support service for all ESNEFT ICT users.
- Resolve a good percentage of support calls and requests during the initial telephone call, using the provided sources of knowledge and agreed procedures and appropriate escalation channels to Service Desk Analysts when needed.
- Escalate unresolved Incidents to Service Desk Analysts, 2nd or 3rd line staff as required, whilst maintaining ownership of the Incident or Request at the Service Desk.
- Progress-chase outstanding Incidents and Requests to ensure resolution to agreed Service Level Agreement targets and Key Performance Indicators.
- Contribute to Service Improvement initiatives for all processes
- Comply with and promulgate security standards and procedures.
- To become familiar with the Trusts Registration Policy, NHS Employers Identity Guidelines and NHS Digital Registration Authority Operational Process and Guidance and maintain an up-to-date knowledge of the Process.
Please see attached job description for full details
Job description
Job responsibilities
- Function as initial point of contact for ESNEFT colleagues either by phone or tickets raised
- Provide a high-quality telephone support service for all ESNEFT ICT users.
- Assist with review of policy and procedures which will impact on the service desk and all system users across the Trust (including Clinicians)
- Triage all faults with any supported ESNEFT ICT systems, resolving these in the majority of cases by permanent resolution, or by implementing an appropriate workaround.
- Provide advice over the phone to staff on the use of the IT systems, and on the policies in place regarding security etc.
- Install software remotely and provide support for all hardware and software in use by ESNEFT users. Provide advice on the use of IT services.
- Provide queue management and thoroughly triage customer issues to provide a resolution or escalate to Service Desk Analysts.
- Provide a high-quality telephone support service for all ESNEFT ICT users.
- Resolve a good percentage of support calls and requests during the initial telephone call, using the provided sources of knowledge and agreed procedures and appropriate escalation channels to Service Desk Analysts when needed.
- Escalate unresolved Incidents to Service Desk Analysts, 2nd or 3rd line staff as required, whilst maintaining ownership of the Incident or Request at the Service Desk.
- Progress-chase outstanding Incidents and Requests to ensure resolution to agreed Service Level Agreement targets and Key Performance Indicators.
- Contribute to Service Improvement initiatives for all processes
- Comply with and promulgate security standards and procedures.
- To become familiar with the Trusts Registration Policy, NHS Employers Identity Guidelines and NHS Digital Registration Authority Operational Process and Guidance and maintain an up-to-date knowledge of the Process.
Please see attached job description for full details
Person Specification
Qualifications
Essential
- Degree level education or equivalent in experience
- MCSE, CCNA or similar
Desirable
- Project Management Qualification
- PRINCE2
- ITIL foundation qualification
Experience
Essential
- Proven IT support / Service Desk capacity with experience of supporting a complex multi-vendor environment.
- Helpdesk Application Systems Management
- Excellent Technical Skills covering the Microsoft Desktop OS Range
- Problem solving/troubleshooting complex technical issues
- Hardware concepts and fault finding
- Telecommunications concepts and fault finding..
Desirable
- NHS IT experience
- Significant IT support / Service Desk capacity with experience of supporting a complex multi-vendor environment
Knowledge
Essential
- Incident Escalation and Queue Management.
- Automated Telephony software
Desirable
- Windows Operating Systems
- NHS Applications
- ITIL Incident Management process
- ITIL Problem Management process
Person Specification
Qualifications
Essential
- Degree level education or equivalent in experience
- MCSE, CCNA or similar
Desirable
- Project Management Qualification
- PRINCE2
- ITIL foundation qualification
Experience
Essential
- Proven IT support / Service Desk capacity with experience of supporting a complex multi-vendor environment.
- Helpdesk Application Systems Management
- Excellent Technical Skills covering the Microsoft Desktop OS Range
- Problem solving/troubleshooting complex technical issues
- Hardware concepts and fault finding
- Telecommunications concepts and fault finding..
Desirable
- NHS IT experience
- Significant IT support / Service Desk capacity with experience of supporting a complex multi-vendor environment
Knowledge
Essential
- Incident Escalation and Queue Management.
- Automated Telephony software
Desirable
- Windows Operating Systems
- NHS Applications
- ITIL Incident Management process
- ITIL Problem Management process
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.
