Responsibilities:
1. Answer telephone calls from customers within service level and provide relevant support as required.
2. Record requests, incidents, and problems effectively and accurately within the helpdesk platform.
3. Resolve requests and incidents within the helpdesk platform, using knowledge and defined processes where present.
4. Escalate outstanding incidents in a timely manner to relevant team members.
5. Support the maintenance, monitoring, and housekeeping measures for each IT service as needed.
6. Participate in occasional travel to provide IT support and incident resolution at other sites.
7. Participate in an on-call rota, which may involve some evening and weekend cover.
8. Complete RA related tasks as required.
Values and Signature Behaviours:
All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders, and colleagues. Our Values are summarized in the acronym CARE: Compassion, Action, Respect, and Everyone.
Our four Signature Behaviours are:
1. Compassion: We Listen, We Learn, We Lead
2. Action: My Accountability, My Responsibility
3. Respect: Respect Our Resources: People, Time and Money
4. Everyone: Work Together, Achieve Together
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