1x fixed term contract for up to 12 months.
The IT Team in the trust leads on IT strategy, development, co-ordination, planning, project, and programme management for all IT & supporting functions. The team also supports contract management, IT estate equipment, system deployments, and IT services for the Trust.
This role is to be part of the IT and Clinical Systems Service Desk, which is part of the wider Support team in its day-to-day operations providing a high-quality IT Service, which is the first point of contact for all staff within GHC.
The support service provides a customer-facing service to resolve customers’ day-to-day technology queries, resolve issues, and manage incidents, problems, and service requests through to resolution.
The post holder will be part of the core hub that will manage real-time communications with customers on the current status of IT and Clinical Systems and Operations, liaising directly with any other team as required.
The service desk analyst will act as a point of contact for users. They will manage issues through to resolution.
To ensure the provision of a high-quality customer-focused IT & CS Support Service providing a single point of contact to all staff of the trust.
Utilise knowledge, skills, and judgment to provide a resolution where possible or where unable to assign calls to the appropriate team.
To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA’s.
Ensure that the day-to-day management of technology support services meets GHC KPIs and customer requirements.
Support customers to troubleshoot and provide a ‘first time fix’.
Escalate problems to the most appropriate team or organization if unable to provide resolution.
Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.
Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.
Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent ‘front of house’ function for the department.
Assist with the communication on a range of technical, business, or procedural issues via telephone, email, or directly with staff or customer organisations.
Engage effectively with GHC customers, end users, and other support staff to ensure delivery of a responsive service in accordance with SLA targets.
We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity, and provides a sense of belonging and trust.
The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.
* To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA’s.
* Ensure that the day-to-day management of technology support services meets GHC KPIs and customer requirements.
* Supervisory responsibilities of 2-3 team members.
* Accurately record information from callers, end users, and third-party service providers on the Service Desk System.
* Assist in the triage and prioritisation of calls.
* Support customers to troubleshoot and provide a ‘first time fix’.
* Escalate problems to the most appropriate team or organization if unable to provide resolution.
* Create and/or administrate user accounts or passwords.
* Assist in the allocation of appropriate user training.
* Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.
* Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.
* Support the raising and processing of orders and invoices.
* Support the IT manager in accurate recording of assets, ordering, and recharge.
* Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent ‘front of house’ function for the department.
* Assist with the communication on a range of technical, business, or procedural issues via telephone, email, or directly with staff from the GCS or customer organisations and other staff within Health Informatics.
* Engage effectively with GHC customers, end users, and other support staff to ensure delivery of a responsive service in accordance with SLA targets.
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