Job summary
To provide 1st / 2nd line support as part of the Service Desk function.
This role is highly visible, and requires a combination of technical skills, customer care, and business awareness - the Service desk being the single point of contact for all customer communications.
The post holder will be required to respond to service desk phone calls, monitor other routes to the service desk, record incidents following clearly defined procedures, and resolve the majority of incidents at first point of contact.
The role encompasses reactive and pro-active elements of Incident management as defined in the IM Incident Management process.
Previous applicants need not apply
Interview date is planned for19th July 2023
Main duties of the job
Founded in October 2006, NHS Informatics Merseyside is an established NHS healthcare technology organisation based in Merseyside, North West England.Our role is to ensure technology and innovation is used effectively as an enabler to better health and care - helping to drive efficiency and support new models of care through improved and more collaborative ways of working. We are proud to be one of only two health care organisations globally to achieve 4 star certification from the Service Desk Institute. (SDI) SDI's Service Desk Certification programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality.
About us
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 11 million people.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Job description
Job responsibilities
1. Handle Service Desk telephone calls, recording all new incidents using the minimum dataset, and updating existing incident records with any new information received.2. Monitor other communication routes to the Service Desk, eg mailbox, self-service tool,ensuring new incidents are recorded, and customer queries are dealt with promptly.3. Categorise and prioritise incidents and service requests according to guidelines detailed inthe Incident management process.4. Provide 1st line support, resolving the majority of incidents at first point of contact, usingremote support tools where applicable to achieve this.5. Resolve Incidents not resolved at first point of contact due to the lengthy nature of the fixand, where requested, assist with the 2nd-line support queue6. Assign unresolved Incidents to the appropriate specialist resolver group.7. Log incidents with third party vendors, and take ownership of third party incidents untilresolution.8. Liaise with the Connecting for Health Service Desk (or LSP) to raise incidents relating toNational Applications: completion of Triage Forms; monitoring and tracking of all Incidentsraised with the CfH Service Desk until resolved.9. Responsible for monitoring and tracking ALL Incidents and Service Requests ensuringIncidents are resolved within Service Level Targets10. Communicate updates and service disruptions to users, selecting the most appropriatecommunication tool, e.g. email, intranet, and providing an estimated resolution time, ifpossible11. Escalate Major Incidents to the appropriate team, and contribute to Major Incident Reviews,where appropriate12. Identify multiple instances of incidents of a similar nature, and escalate to the appropriateteam13. Record appropriate resolution details in the service management software, selecting therelevant resolution categories contributing to the IM Knowledge Base.14. Resolve incidents, where possible, ensuring the customer is satisfied beforehand15. Conduct User Satisfaction surveys under the instruction of the Service Desk Manager 07.10.2016. The post holder will be required to perform Active Directory administration duties, includingpassword resets & account administration. This may include adding and administeringpermissions and security groups17. The post holder will be required to perform Email (inc MS Exchange, NHS Mail)administration duties including, but not limited to, mailbox creation, updating emaildistribution groups and adding and administering Public Folders & Calendars18. The post holder may be required to provide training to new starters or less experiencedService Desk staff.19. The post holder may be given the opportunity to work as part of a 24hr Service desk whichwould involve evening and night work.
Job description
Job responsibilities
1. Handle Service Desk telephone calls, recording all new incidents using the minimum dataset, and updating existing incident records with any new information received.2. Monitor other communication routes to the Service Desk, eg mailbox, self-service tool,ensuring new incidents are recorded, and customer queries are dealt with promptly.3. Categorise and prioritise incidents and service requests according to guidelines detailed inthe Incident management process.4. Provide 1st line support, resolving the majority of incidents at first point of contact, usingremote support tools where applicable to achieve this.5. Resolve Incidents not resolved at first point of contact due to the lengthy nature of the fixand, where requested, assist with the 2nd-line support queue6. Assign unresolved Incidents to the appropriate specialist resolver group.7. Log incidents with third party vendors, and take ownership of third party incidents untilresolution.8. Liaise with the Connecting for Health Service Desk (or LSP) to raise incidents relating toNational Applications: completion of Triage Forms; monitoring and tracking of all Incidentsraised with the CfH Service Desk until resolved.9. Responsible for monitoring and tracking ALL Incidents and Service Requests ensuringIncidents are resolved within Service Level Targets10. Communicate updates and service disruptions to users, selecting the most appropriatecommunication tool, e.g. email, intranet, and providing an estimated resolution time, ifpossible11. Escalate Major Incidents to the appropriate team, and contribute to Major Incident Reviews,where appropriate12. Identify multiple instances of incidents of a similar nature, and escalate to the appropriateteam13. Record appropriate resolution details in the service management software, selecting therelevant resolution categories contributing to the IM Knowledge Base.14. Resolve incidents, where possible, ensuring the customer is satisfied beforehand15. Conduct User Satisfaction surveys under the instruction of the Service Desk Manager 07.10.2016. The post holder will be required to perform Active Directory administration duties, includingpassword resets & account administration. This may include adding and administeringpermissions and security groups17. The post holder will be required to perform Email (inc MS Exchange, NHS Mail)administration duties including, but not limited to, mailbox creation, updating emaildistribution groups and adding and administering Public Folders & Calendars18. The post holder may be required to provide training to new starters or less experiencedService Desk staff.19. The post holder may be given the opportunity to work as part of a 24hr Service desk whichwould involve evening and night work.
Person Specification
Qualifications
Essential
- ITIL Foundation 'Green badge' (or equivalent experience)
- MCP (Microsoft Certified Professional) or equivalent experience
- CompTIA A+ (or equivalent exp.)
- Higher National Certificate or Diploma in IT, or equivalent experience.
Desirable
- MCSA (Microsoft Certified Systems Administrator)
- CompTIA Network+
- Member of UK Council of Health Informatics Professionals (UKCHIP)
Experience
Essential
- Experience in an IT Service Desk role.
- Substantial experience of using Microsoft Office applications, and ECDL qualified (or equivalent experience).
Desirable
- Experience working in NHS IT department
VALUES:
Essential
- Continuous Improvement
- Accountability
- Respectfulness
- Enthusiasm
- Responsive to service users
- Engaging leadership style
- Strong customer service belief
- Transparency and honesty
- Discreet
Skills
Essential
- Ability to communicate and understand complex technical information.
- Ability to explain technical issues in a non technical and non threatening way to users.
- A high level of customer service and telephone skills.
- Problem solving, logical troubleshooting and analytical skills
- Advanced Keyboard Skills
Person Specification
Qualifications
Essential
- ITIL Foundation 'Green badge' (or equivalent experience)
- MCP (Microsoft Certified Professional) or equivalent experience
- CompTIA A+ (or equivalent exp.)
- Higher National Certificate or Diploma in IT, or equivalent experience.
Desirable
- MCSA (Microsoft Certified Systems Administrator)
- CompTIA Network+
- Member of UK Council of Health Informatics Professionals (UKCHIP)
Experience
Essential
- Experience in an IT Service Desk role.
- Substantial experience of using Microsoft Office applications, and ECDL qualified (or equivalent experience).
Desirable
- Experience working in NHS IT department
VALUES:
Essential
- Continuous Improvement
- Accountability
- Respectfulness
- Enthusiasm
- Responsive to service users
- Engaging leadership style
- Strong customer service belief
- Transparency and honesty
- Discreet
Skills
Essential
- Ability to communicate and understand complex technical information.
- Ability to explain technical issues in a non technical and non threatening way to users.
- A high level of customer service and telephone skills.
- Problem solving, logical troubleshooting and analytical skills
- Advanced Keyboard Skills
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.
