Service Desk Operator

13 hours ago

Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

We have one post avalaible that will be based at Ipswich Hospital. You will be expected to work onsite at Ipswich Hospital as well as as home too. We currently operate between 0800-1700.

You will need an excellent telephone manner and verbal communication skills.

You will also need a track record in all of the above and have exemplary dedication to customer service. Service Desk experience of supporting I.T. systems is preferable.

An ability to work quickly and methodically, sometimes in a highly interactive atmosphere, is also required.

Internal applicants currently employed by ESNEFT will be offered on a secondment basis only

**As a Service Desk Operator, you will**:

- Provide quality telephone support to our end users.
- Log and manage support calls for assistance to a conclusion.
- Use remote diagnostic tools to carry out remote assistance to resolve calls at first contact.Escalate to Service Desk Analysts, second and third level support teams any calls that require further diagnostics.
- Manage the call flows to comply with Service Level Agreements, ensuring timely interventions by the on-site technical team and third party contractors if required.
- Communicate with users at all levels within the organisation, ensuring they are fully aware of progress at all times.
- Use experience and creative thinking to work with the Service Desk Management team to modify processes and procedures so they better meet users’ needs.
- Assist and advise Service Desk Analysts and Administrators with their daily tasks.

One of the largest Trust’s in East Anglia, East Suffolk and North Essex NHS Foundation Trust (ESNEFT) provide hospital and community health services to people living across a wide geographical area. We deliver care from two main hospitals in Colchester and Ipswich, six community hospitals and in patients’ own homes. You will be joining a team of almost 12,000 amazing colleagues providing care to approximately a million people.

Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (if applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services. We offer a range of flexible working opportunities.

Our philosophy is thatTime Mattersto everyone. Across the Trust, we concentrate on improving the things we do and removing those which do not work or cause time delays for our staff and patients.

To support our employees to achieve their career aspirations you may be eligible to obtain a qualification via an apprenticeship. All successful applicants will be required to undertake a skills review to facilitate this. For full details please see the attached Apprenticeship Handbook.

If you are passionate about patient care and want to develop your skills and knowledge then we are keen to hear from you.

For full details of the responsibilities and duties of this role please see the attached job description.

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