Service Desk

3 weeks ago

London, United Kingdom Doctor Care Anywhere Full time

**Thanks for stopping by We’re Doctor Care Anywhere**:a leading digital platform, with a clear vision to be the primary care provider of choice for digital healthcare - and that all starts with our brilliant team.

We are the UK’s largest private provider of telehealth services. We work with insurers, healthcare providers and corporate customers to provide healthcare services to more than 2 million patients every year. From doctors and designers to software developers and marketers - we’re proud of our people, who love working together to enhance patient experiences for the better. It’s why every year, we help over 2 million people speak to a GP or ANP by video or phone, anywhere in the world.

Our story started back in 2013, and as we continue to grow, we’re looking for the very best talent to help us achieve our ambitious goals. If you’re highly motivated and would love to work with us as we continue to grow, then we would love to hear from you

**Your new role**:The DCA IT Service Desk will be the single point of contact for all colleagues to interact with IT Operations Support. The DCA Data Admin team are responsible for the validation and processing of DCA Member onboarding data and invoice submission

The Service Desk and Data Senior will be responsible for the day to day running of the IT Service Desk and Data Admin teams. Primarily, this will involve managing a team of Service Desk Analysts and Data Admins, ensuring they deliver operational capability, and leading on training and service improvement. Additionally, the Seniors will manage the 1st stage IT Escalation process, drive shift-left activity, and provide support for other IT Service Management disciplines.

**Salary: £34,000pa**

**Hours: Monday - Friday, 9am - 5:30pm**

**Requirements**:
**Key accountabilities/ responsibilities**:

- Managing a team of IT Service Desk and Data Admin colleagues
- Overseeing the running of the IT Service Desk
- Reviewing and improving the Data Admin workflow processes
- Mentoring, training, and upskilling the IT Service Desk Analysts and improving the service capability of the IT Service Desk
- Championing IT Service Management processes and Best Practice
- Driving knowledge management and shift-left activity
- Coordinating IT Service Desk Shift Rota’s
- Managing the IT Service Escalations Process
- Coordinating and Supporting the Joiners, Movers and Leavers Processes
- Auditing User Licence allocation and utilisation
- Capturing and highlighting any gaps in support, or potential areas to improve Service Desk capability
- Documenting knowledge articles and support guides, sharing knowledge to improve the Service Desk capability
- Providing excellent customer service
- Producing reporting on IT Service and Service Desk KPI’s
- Supporting Continuous Service Improvement of Service Desk and IT Service Operations offerings
- Working unsupervised to maintain the on-going demands of services
- Supporting other IT Service Management capabilities and disciplines - such as Problem, Change, Service Level Management.

**Experience /Attributes**

Although technical support experience and knowledge of specific IT systems and services are beneficial, they are not essential for this role. Customer service skills and the ability to develop and learn new skills will be valued highly in this position.
- Prior experience of managing an IT Service Desk or Customer Support team
- Prior experience of working in an IT Support role is highly desirable
- Excellent Customer Service / Customer Care
- Experience of providing remote IT Support
- Prior experience of DCA IT services, including:

- Microsoft Cloud based technology
- Microsoft Windows Desktop on various laptop hardware, including peripherals issued to clients
- TeamsViewer
- MiCollab administration and troubleshooting
- Any other technology introduced into the organisation in a controlled manner
- Strong experience of IT Service Management processes and procedures
- ITIL foundation (or higher) training
- Excellent written and verbal communication skills
- Experience of mentoring, training, and developing others
- Ability to produce, present and interpret metrics
- Ability to build strong working relationships with peers and stakeholders
- Creative, proactive, innovative, solution orientated and eager to learn
- Resourceful with initiative and a positive 'can-do’ attitude
- Ability to work independently, and thrive in a fast-paced environment

**Benefits**

**Why you want to work here**:
We understand the importance of good health and happiness for our patients and our team is just the same. You should expect to be as supported and valued being a member of our team and have the freedom to make the most of your role and career with us When you’re part of the team you will have access to:

- Free Private Medical Insurance (savings on vision and dental care plus 40% off Nuffield Health gym membership)
- Doctor Care Anywhere subscription for you + 5 members

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