Job summary
AIM OF THE ROLE:
Receive and log service desk calls efficiently and
in a professional manner
First line call resolution to a 60% level
Network and application account re-sets
Allocation of work to technical support team
Provide out of hours support as required
Key working relationships :
Reports
to the Service Desk Manager within ICT
Operations
Technical
support, Network and server teams within ICT
CPG
representatives
Corporate
Directorate representatives
Main duties of the job
MAIN TASKS
Receive Service Desk calls from ICT customers.
Calls to be answered within a timeframe and confident manner
Solve an agreed 60% of calls at first line
Call Logging via Service Desk application:
Capture and enter customer call descriptions accurately and timely
Assign the correct fault priority level to logged calls in accordance with Service Level Agreements
Manage customer expectations regarding
Monitor and track specific call logs
Network and application account management:
Respond to customer requests for password resets in accordance with team procedures and Trust policy
Liaise with specialist ICT teams
Allocation of Work:
Prioritise work with second line support individuals and teams
Reallocate work to second line support teams
Produce Activity reports for management purposes
Ad-hoc reports as requested by Service Desk Manager
Weekly/Monthly reports as defined by Service Desk Manager.
Produce defined exceptions reports for ICT Senior management
Provide customers with frequent updates when SLAs are breached
Communication:
Maintain an effective working relationship with all users.
Participate in Team meetings to review and improve service quality
Communicate with 3rdparties.
To be able to provide and receive complex, sensitive or contentious information where there are significant barriers to acceptance which need to be overcome using well developed interpersonal and communications skills.
Ability to deal with difficult people.
About us
We are absolutely committed to ensuring that our patients have the best possible experience within our hospitals. We are looking for people who are committed to delivering excellent patient care, whatever their role, and who take pride in what they do. We place a high value on treating all patients, customers and colleagues with respect and dignity, and seek people who strive for excellence and innovation in all that they do.
We value all of our staff and aim to provide rewarding careers and benefits, fulfilling work environments and exciting opportunities.
As an organisation we expect everyone to
- Respect our patients and colleagues
- Encourage innovation in all that we do
- Provide the highest quality care
- Work together for the achievement of outstanding results
- Take pride in our success
Job description
Job responsibilities
AIM OF THE ROLE:
Receive and log service desk calls efficiently and in a professional manner:
First line call resolution to a 60% level
Network and application account re-sets
Allocation of work to technical support team
Provide out of hours support as required
Key working RELATIONSHIPS :
Reports to the Service Desk Manager within ICT Operations
Technical support, Network and server teams within ICT
CPG representatives
Corporate Directorate representatives
MAIN TASKS AND RESPONSIBILITIES:
1. General:
Receive Service Desk calls from ICT customers:
Calls to be answered within a defined timeframe
Calls are to be answered in a confident manner
Length of each call to be kept within Service Level time scales
Time between calls to be kept within agreed accepted timescale
Solve an agreed 60% of calls at first line
Call Logging via Service Desk application:
Capture and enter customer call descriptions clearly, accurately and correctly
Assign the correct fault priority level to logged calls in accordance with Service Level Agreements
Assign calls accurately, first time to a 2nd line individual or specialist teams.
Manage customer expectations regarding fault resolution times
Monitor and track specific call logs as necessary
Monitor, track and re-assign any call logs returned by specialist teams
Resolve call logs with accurate information in a timely manner
Network and application account management:
Respond to customer requests for password resets in accordance with team procedures and Trust policy
Manage email problems and account re-sets
Liaise with specialist ICT teams for resolution of faults.
Allocation of Work:
Prioritise work with second line support individuals and teams
Reallocate work to second line support teams when necessary
Produce Activity reports for management purposes as requested
Ad-hoc reports as requested by Service Desk Manager
Weekly/Monthly standard reports as defined by Service Desk Manager.
Produce defined exceptions reports for ICT Senior management
Provide customers with accurate and frequent updates when SLAs are breached and to reprioritise work when necessary
Second Line Support:
Work cross functionally to gain skills and knowledge
Undertake training as required
Provide out of hours support as required
2. Communication:
Maintain an effective working relationship with all users.
Participate in Team meetings to review and improve service quality.
Develop and maintain communication with people about difficult matters and/or in difficult situations.
Communicate with 3rd parties and when required escalate service desk issues.
To be able to provide and receive complex, sensitive or contentious information where there are significant barriers to acceptance which need to be overcome using well developed interpersonal and communications skills.
- Ability to deal with user frustration and impatience and to provide effective communication to alleviate user concerns regarding their problem.
Other duties
Provide cover for colleagues as appropriate.
Assist in producing ad hoc reports and in project work.
Undertake any other duties requested as appropriate to the banding.
Job description
Job responsibilities
AIM OF THE ROLE:
Receive and log service desk calls efficiently and in a professional manner:
First line call resolution to a 60% level
Network and application account re-sets
Allocation of work to technical support team
Provide out of hours support as required
Key working RELATIONSHIPS :
Reports to the Service Desk Manager within ICT Operations
Technical support, Network and server teams within ICT
CPG representatives
Corporate Directorate representatives
MAIN TASKS AND RESPONSIBILITIES:
1. General:
Receive Service Desk calls from ICT customers:
Calls to be answered within a defined timeframe
Calls are to be answered in a confident manner
Length of each call to be kept within Service Level time scales
Time between calls to be kept within agreed accepted timescale
Solve an agreed 60% of calls at first line
Call Logging via Service Desk application:
Capture and enter customer call descriptions clearly, accurately and correctly
Assign the correct fault priority level to logged calls in accordance with Service Level Agreements
Assign calls accurately, first time to a 2nd line individual or specialist teams.
Manage customer expectations regarding fault resolution times
Monitor and track specific call logs as necessary
Monitor, track and re-assign any call logs returned by specialist teams
Resolve call logs with accurate information in a timely manner
Network and application account management:
Respond to customer requests for password resets in accordance with team procedures and Trust policy
Manage email problems and account re-sets
Liaise with specialist ICT teams for resolution of faults.
Allocation of Work:
Prioritise work with second line support individuals and teams
Reallocate work to second line support teams when necessary
Produce Activity reports for management purposes as requested
Ad-hoc reports as requested by Service Desk Manager
Weekly/Monthly standard reports as defined by Service Desk Manager.
Produce defined exceptions reports for ICT Senior management
Provide customers with accurate and frequent updates when SLAs are breached and to reprioritise work when necessary
Second Line Support:
Work cross functionally to gain skills and knowledge
Undertake training as required
Provide out of hours support as required
2. Communication:
Maintain an effective working relationship with all users.
Participate in Team meetings to review and improve service quality.
Develop and maintain communication with people about difficult matters and/or in difficult situations.
Communicate with 3rd parties and when required escalate service desk issues.
To be able to provide and receive complex, sensitive or contentious information where there are significant barriers to acceptance which need to be overcome using well developed interpersonal and communications skills.
- Ability to deal with user frustration and impatience and to provide effective communication to alleviate user concerns regarding their problem.
Other duties
Provide cover for colleagues as appropriate.
Assist in producing ad hoc reports and in project work.
Undertake any other duties requested as appropriate to the banding.
Person Specification
Qualifications
Essential
- Degree or relevant experience.
Desirable
Experience
Essential
- A minimum 3 years working in a large organisation (more than 3,000 PCs) providing Service Desk services
- 2 Years using active directory, XP, PC hardware and MS office products
Desirable
- Clinical system application support
Skills/Abilities
Essential
- Good interpersonal and communication skills.
- Good analytical and problem solving skills.
- Able to work as part of a team, and autonomously.
- Ability to write accurate and clear technical documentation such as fault details in a service desk call
- Learn quickly in a demanding technical environment
- Excellent negotiation and relationship building skills
Communication Skills
Essential
- Able to communicate effectively with all levels of staff
- Team player
- Professional approach with staff and customers
- Good interpersonal and communication skills
Values
Essential
- Demonstrable ability to meet Trust values
Person Specification
Qualifications
Essential
- Degree or relevant experience.
Desirable
Experience
Essential
- A minimum 3 years working in a large organisation (more than 3,000 PCs) providing Service Desk services
- 2 Years using active directory, XP, PC hardware and MS office products
Desirable
- Clinical system application support
Skills/Abilities
Essential
- Good interpersonal and communication skills.
- Good analytical and problem solving skills.
- Able to work as part of a team, and autonomously.
- Ability to write accurate and clear technical documentation such as fault details in a service desk call
- Learn quickly in a demanding technical environment
- Excellent negotiation and relationship building skills
Communication Skills
Essential
- Able to communicate effectively with all levels of staff
- Team player
- Professional approach with staff and customers
- Good interpersonal and communication skills
Values
Essential
- Demonstrable ability to meet Trust values
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.
