Help Desk Officer

Job description

Job responsibilities

We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for We invest in people and We invest in wellbeing and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.

Person Specification

Education / Training / Qualifications

Essential

• Minimum of 3 Grade C or equivalent GCSE's (one to include English Language)

Desirable

• Have passed or working towards Microsoft Desktop Support certifications in windows 7 and or Windows 10
• Working towards a degree in an IT related subject

Experience

Essential

• Experience working within an IT related customer service environment.
• Ability to interpret and express user requirements and translate them to prioritise calls
• Previous experience of managing customer relationships

Desirable

• Experience working in an NHS Organisation would be an advantage
• Experience of working in a pressured and complex environment requiring prioritisation of workloads.

Skills / Abilities

Essential

• Sound and up to date IT skills.
• Good analytical and troubleshooting skills including the ability to clarify a problem, seek all relevant information, detect trends and link cause and effect and identify the critical issues in a complex situation.
• Good organisational and time management skills with an ability to manage multiple tasks effectively.
• Good interpersonal skills both face to face and over the telephone.
• Ability to use initiative to resolve customer queries
• Works well individually and as part of a team

Desirable

• Able to create a pivot table within Exce

Knowledge

Desirable

• Knowledge of Service Now help desk system
• Foundry/Arden & GEM Apps knowledge

Interpersonal Skills

Essential

• Good verbal and written communication skills with the ability to work with personnel at all levels of the CSU and its customers
• Ability to deal with problems and situations that require both controlled and sensitive resolution.
• Able to make decisions and escalate where necessary
• Ability to provide stakeholders with a positive experience of the service delivered.
• Ability to work both independently and as part of a team
• Understands importance of customer service and the role of good communication.

Desirable

• Strong persuasion skills at all levels of a hierarchy

Special Aptitudes

Essential

• Awareness of equality and valuing diversity principles
• Understanding of Confidentiality and Data Protection Act

Mobility

Desirable

• Car driver / owner or reasonable alternative

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.

Employer details

Employer name

NHS Arden and Greater East Midlands Commissioning Support Unit

Address

County Hall

Leicester

LE3 8RA

Employer's website

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