Service Desk Operator - Ipswich, United Kingdom - East Suffolk and North Essex NHS Foundation Trust

East Suffolk and North Essex NHS Foundation Trust

Verified Company

Ipswich, United Kingdom

1 day ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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