Junior Service Desk Analyst

Job summary

Band 2 Junior Service Desk Analyst You will be expected to operate within SLA/OLA standards expected by customers. This role will have the responsibility for receiving all incoming issues and information requests to HIS with the brief to either resolve to a conclusion, or to pass or escalate to the appropriate person. All calls are to be logged whilst doing so. You will be responsible for communicating complicated IM&T issues to non IM&T staff/suppliers. You will need to operate within a busy call centre environment and will need to ensure that you follow procedures that have been developed. The service desk will have responsibility for logging all calls, owning all calls until closure, progress chasing and performing user account management. This post may require flexible working hours, based upon the service requirements of the HIS client base.

Main duties of the job

To work within a team on the customer service desk, this will act as the first point of contact for HIS Service end-users. To ensure that that all calls, emails and faxes to the HIS Service Desk are answered, logged and dealt with appropriately. To develop a thorough understanding of SLA and OLA agreements and that issues falling within these agreements are owned by the Service Desk and performance managed to resolution. The maintenance and contribution to a - - knowledge base to share throughout the whole of the HIS function based on cleared issue and problem logs. To assist in the management of the Service Desk support application. General maintenance of the software including user accounts, amendment of categories, making sure calls are allocated etc. To adhere to quality and performance targets and standards as set by Service Delivery Management, using available information to tailor performance To escalate incidents raised with external support agencies as needed (National Service Desk, external local Health Trusts etc.). The post holder is required to comply with and actively promote the Organisations equal opportunities policy. This job description is not exhaustive but is intended to outline the main roles and responsibilities of the post holder. It will be subject to regular review and amendment in consultation with the post holder.

About us

We may close the advert early, if we receive a sufficient number of applicants, so please apply as soon as possible. About Us Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serve over 1 million people living in Leicester, Leicestershire and Rutland. We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups. Details of our benefits, leadership behaviours and other important information can be found in the Information for Applicants, please view the supporting documents. We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy. For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy). All jobs will require permission to work in the UK. For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started. Applicants at risk within the local NHS who meet essential criteria will have preference for interview.

Employer details

Employer name

Leicestershire Partnership NHS Trust

Address

Gwendolen House,Gwendolen Road,Leicester,LE5 4QF

Leicester

Leicestershire Partnership NHS Trust

LE5 4QF

Employer's website

https://www.leicspart.nhs.uk/jobs/ (Opens in a new tab)

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Employer details

Employer name

Leicestershire Partnership NHS Trust

Address

Gwendolen House,Gwendolen Road,Leicester,LE5 4QF

Leicester

Leicestershire Partnership NHS Trust

LE5 4QF

Employer's website

https://www.leicspart.nhs.uk/jobs/ (Opens in a new tab)

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