Service Desk Operator

3 weeks ago

Worthing, United Kingdom 279 University Hospitals Sussex NHS Foundation Trust Full time

The post holder will form part of the helpdesk team working to provide first line support to customers on all matters relating to IT provision. The post holder will log all requests for support and either resolve the request directly or assign to other IT support teams as appropriate. This role is a key customer support role, and the post holder will be required to always maintain a customer focus.

Answer and handle all requests in accordance with UH SUSSEX

Communicate clearly and positively with all service users in person, via the telephone and via

Work closely with the other members of the UH SUSSEX Unit, and with other staff to resolve customer requests.

Employees must adhere to the Trust’s Policy and Procedure for Raising Issues of Concern regarding patient matters, health and safety, corruption, and

Liaise appropriately with external product suppliers and contractors, and with other NHS and Social Care organisations, departments and divisions as

Please see JD for full duties

Join us at UHSussex, every day is different, you can be the change, better never stops

At UHSussex we’re proud to be at the heart of the NHS. As one of the UK’s largest acute Trusts, we’re a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.

**Improving lives**: We are a vibrant and inclusive organisation, with hardworking, talented and dedicated individuals, who work together towards a common goal, to always put our Patient First. Our mission is summed up by our ‘where better never stops’ motto and no matter the role at UHSussex, you will play a part in driving us forwards and in improving the lives of patients across Sussex. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our wellbeing programme for staff which is extensive and designed to support you when you need it because we know that to look after others we must first look after ourselves.

**Build a career with us**: As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.

As above, plus

2. Provide assistance and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.

3. Prioritise support requests and schedule them to the most appropriate member of senior teams.

4. Accurately log all details for each request on the helpdesk system.

5. Supports other helpdesk team members to resolve requests.

6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.

7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards.

8. Generates reports from the helpdesk system as required.

9. Assists management with audits within department by partaking in areas of own remit.

10. To identify areas requiring service improvements where required and comment on policies and protocols as required.

More detail in the JD

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