Job summary
The Digital Services department has a culture of service improvement where an agile and responsive Digital Service function holds a mature dialogue as a partner with internal and external stakeholders. The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.The Digital Services function supports all internal, clinical and corporate needs as well as a number of external service customers within Norfolk which is led by a Head of Digital Services with four teams (Customer Services, Infrastructure Services, SystmOne IT and Security & Change).
Customer Services comprises of a Service Desk team which provide first line technical support, acting as a single point of query into the organisation and a Desktop team which covers a geographical spread of 3,300 miles. The SystmOne IT team, the Infrastructure team and Security and Change team provide second and third line expertise in functional areas.
This role is working within the Service Desk, working as the initial point of contact for all IT related queries, providing first time fixes to incidents and providing excellent customer care. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10/11, Office 365 and a number of internal applications.
Main duties of the job
To maintain and increase customer productivity by providing first line customer focused information and advice, solving technical incidents and problems.
About us
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Job description
Job responsibilities
- Providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers
- Work as a part of the Service Desk function by working as an effective interface between the business and support teams
- Supporting over 3000 customers, 3000 technical hardware and providing a first time fix for approximately 4500 calls a month
- Detecting, recording, classifying, prioritising all IT incidents and tasks
- Recording all IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards
- Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement
- Responsible for maintaining data quality\integrity of the Digital Services call management system
- Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible
- Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services
- Provide technical advice and training for how to queries from customers
- Monitoring and tracking incidents, escalating where necessary hieratical or functionally
- Support the planning of requests for service tasks outside peak demand times however ensuring the request is completed within the Digital Services service level agreement
- Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
- Installing and configuring desktop software
- Administering IT accounts and system privileges in accordance with the security policy
- Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date
- Responsible for the safe use of IT equipment, software installs, configuration and maintenance
- Other Service Desk activities, as directed, to continuously improve service and strive for best practice
- Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding
- Provide peer training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer
- Presenting a positive image of Digital Services at all times and comply with all Corporate Policy
Job description
Job responsibilities
- Providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers
- Work as a part of the Service Desk function by working as an effective interface between the business and support teams
- Supporting over 3000 customers, 3000 technical hardware and providing a first time fix for approximately 4500 calls a month
- Detecting, recording, classifying, prioritising all IT incidents and tasks
- Recording all IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards
- Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement
- Responsible for maintaining data quality\integrity of the Digital Services call management system
- Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible
- Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services
- Provide technical advice and training for how to queries from customers
- Monitoring and tracking incidents, escalating where necessary hieratical or functionally
- Support the planning of requests for service tasks outside peak demand times however ensuring the request is completed within the Digital Services service level agreement
- Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
- Installing and configuring desktop software
- Administering IT accounts and system privileges in accordance with the security policy
- Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date
- Responsible for the safe use of IT equipment, software installs, configuration and maintenance
- Other Service Desk activities, as directed, to continuously improve service and strive for best practice
- Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding
- Provide peer training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer
- Presenting a positive image of Digital Services at all times and comply with all Corporate Policy
Person Specification
Qualifications
Essential
- BTEC, Diploma or equivalent
Desirable
- Service Desk Institute Analyst certification or equivalent
- ITIL Service Management foundation certification or equivalent knowledge
Experience
Essential
- Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
- Working knowledge of Microsoft Office 2010 and Microsoft Apps
- Working knowledge of Microsoft Operating System Windows 10/Windows 11
- Experience of working within a call centre, Information Technology Department, Service Desk environment or equivalent
- Experience of effective call handling, separating relevant from irrelevant information, using appropriate questioning techniques and sign posting the customer through the process using a communication style that suits the customers technical understanding
- Experience of working effectively as a team
Desirable
- An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS
- Experience of working within an ITIL environment
Skills, Abilities and Knowledge
Essential
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Able to meet targets under pressure
- Good problem solving skills
- A logical approach to problem solving and exercising good judgement
- Good attention to detail
- Prioritises and organise workload in accordance with the Service Level Agreement
Communication
Essential
- Excellent communications skills (verbally and written)
- Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult customers
- Professional and calm approach at all times, particularly when dealing with difficult situations
- Ability to change communication style to suit the technical audience when explaining complex technical guidance\ resolution
- Good customer relationship management skills, enabling customer confidence and empowerment
Personal and People Development
Essential
- Proven experience working as part of a team
- Self-motivated
- 'Will do/ can do' attitude
- Flexible with working hours where it is demanded by the role
Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)
Essential
- Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
Other
Essential
- Able to communicate effectively using the English language
Person Specification
Qualifications
Essential
- BTEC, Diploma or equivalent
Desirable
- Service Desk Institute Analyst certification or equivalent
- ITIL Service Management foundation certification or equivalent knowledge
Experience
Essential
- Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
- Working knowledge of Microsoft Office 2010 and Microsoft Apps
- Working knowledge of Microsoft Operating System Windows 10/Windows 11
- Experience of working within a call centre, Information Technology Department, Service Desk environment or equivalent
- Experience of effective call handling, separating relevant from irrelevant information, using appropriate questioning techniques and sign posting the customer through the process using a communication style that suits the customers technical understanding
- Experience of working effectively as a team
Desirable
- An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS
- Experience of working within an ITIL environment
Skills, Abilities and Knowledge
Essential
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Able to meet targets under pressure
- Good problem solving skills
- A logical approach to problem solving and exercising good judgement
- Good attention to detail
- Prioritises and organise workload in accordance with the Service Level Agreement
Communication
Essential
- Excellent communications skills (verbally and written)
- Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult customers
- Professional and calm approach at all times, particularly when dealing with difficult situations
- Ability to change communication style to suit the technical audience when explaining complex technical guidance\ resolution
- Good customer relationship management skills, enabling customer confidence and empowerment
Personal and People Development
Essential
- Proven experience working as part of a team
- Self-motivated
- 'Will do/ can do' attitude
- Flexible with working hours where it is demanded by the role
Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)
Essential
- Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
Other
Essential
- Able to communicate effectively using the English language
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.
