Band 3 Service Desk Support

7 months ago

Belfast, United Kingdom Platinum Recruitment NI Ltd Full time

Job Title : Band 3 Service Desk Support

Location : Belfast BT1 Clarendon Dock

Duration : Temporary

Rate : £11.67p/h

Hours : 37.5hpw

**Background to encompass**

A system designed and built by our people, for our people.

encompass is a Health and Social Care programme that will create a single digital care record for every citizen in Northern Ireland who receives health and social care.

encompass aims to provide patients and service users with the safest, highest quality of care that is possible.

encompass will be in use across all Health and Social Care Trusts in Northern Ireland to create better experiences for patients, service users and staff.

encompass will give patients and service users the ability to view and update their health information. It will also make it easier for Health and Social Care staff to view important information about their patients and service users.

The encompass team is working closely with Epic on activities to put us in the best position to move forward. This gives encompass the flexibility to design and make decisions for the needs of patients, service users and staff.

You can be part of this story, part of a healthcare transformation that will positively impact the citizens of Northern Ireland

**JOB SUMMARY**

**KEY DUTIES / RESPONSIBILITIES**

**Service Delivery**

b. Provide first level resolution services for the My Care platform (e.g. new account activations, site navigation, log-in problems and general queries)

c. Liaise with customers to acquire the necessary details regarding logged incidents and service requests

d. Liaise with second level support to ensure incidents and service requests are dealt with in a timely manner

e. Escalate incidents as necessary

f. Provide advice feedback and guidance to customers

g. Provide feedback to users on call status

h. Attend team meetings as required

i. Undertake any other duties of a similar nature and appropriate to the grade as may be assigned by the Service Desk Manager

Essential Criteria:
4 GCSEs Grades A-C including English or English Language (excluding English Literature) or equivalent and 1 year’s relevant experience*

Or

2 years relevant experience*
- Relevant experience is defined as providing direct customer support in a Service Desk, Helpdesk or Customer facing environment_

Platinum Recruitment NI Ltd is an equal opportunities employer and a Corporate Member of the Recruitment and Employment Confederation (REC) and abide by the REC Code of Professional Practice. Platinum Recruitment NI Ltd adheres to all current employment legislation.

**Job Types**: Full-time, Temporary contract

Pay: £11.67 per hour

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (required)

**Experience**:

- Customer support: 2 years (required)
- service desk: 2 years (required)

Work Location: In person

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