ICT Service Desk Operative
2 weeks ago
Job summary
Innovate Healthcare Services is a joint venture company of South Warwickshire University NHS Foundation Trust (SWFT) and George Eliot Hospital NHS Trust (GEH).
We are looking for a passionate and dedicated ICT Service Desk Operative to provide a friendly, customer focused ICT Service Desk facility and technical support service.
This important role is responsible for ensuring all issues raised are logged, prioritised and, wherever possible, resolved first time.
The successful applicant will demonstrate an enthusiastic attitude to their work and to working with others to resolve problems. If you can think on your feet, are good at trouble shooting and enjoy problem solving then this is the perfect opportunity for you.
Main duties of the job
The ICT Service Desk Operative role provides a friendly, customer focused ICT Service Desk facility and technical support service.
About us
As a growing company, Innovate has a range of benefits andopportunities to enable individuals to grow and experience a range of newchallenges. Innovate has a commitment to develop staff and provide asupportive work life balance. Innovate is a staff led company, with amission to provide the best technology solutions and support to our Trusts.
At Innovate, we recognise the benefits of transferable skills anda desire to learn. We encourage anyone who is interested in this role to get intouch, even if you do not meet all stated criteria.
Innovate is able to offer NHS Terms and Conditions for staff currently employed within the NHS or within the last 12 months
Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.
Job description
Job responsibilities
To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents.
To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded.
To triage, categorise and prioritise all incidents presented via the employee self-service portal
To analyse, prioritise and assign incidents to resolver groups, management and third parties, in accordance with defined ICT service desk procedures and policies.
The ability to deal with initial complaints sensitively, avoiding escalation wherever possible
To employ excellent communication skills particularly when communicating complex ICT related information within own peer groups as well as to non-technical staff & customers.
To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.
Person Specification
Experience
Essential
Excellent customer service and people skills Someone who is able to communicate well with others, adapting their approach appropriately to suit individual circumstances The ability to prioritise tasks and workload An enthusiastic attitude to their work and working with others to resolve problems A person who can think on their feet, is good at trouble shooting and enjoys problem solving The ability to work as part of a team, sharing knowledge and experience to support the growth of others Someone who demonstrates a willingness to use alternative approaches, who can follow instruction, and who is receptive to changes in working practices A passion for personal development and wanting to progress their career Excellent attention to detail-
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