Job overview

The Service Desk is the first point of contact for over 17,000 customers that may experience problems or have queries relating to Nottingham University Hospital systems and IT hardware which support the delivery of patient care.

Applications from candidates who have experience but do not possess knowledge would be welcome and if successful at interview the role will be offered at Band 2 with progression to Band 3 on full completion of competencies and training.

Main duties of the job

In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.

The Service Desk is the first point of contact for over 17,000 customers that may experience problems or have queries relating to Nottingham University Hospital systems and IT hardware which support the delivery of patient care. The ideal candidate should have a passion for Digital Services, excellent customer service skills and be able to keep a positive attitude in all aspects of their work ensuring the best possible customer service is delivered.

The desktop environment is based mainly on the Microsoft Operating System and Office suite however you will receive awareness training of the many hospital systems you will be expected to receive calls from customers

Previous experience working within a Service Desk environment is essential

Working for our organisation

Due to several internal promotions, we are currently looking to appoint a self-motivated, enthusiastic and flexible individual to join our busy Service Desk.

The ideal candidate should have a passion for Digital Services, excellent customer service skills and be able to keep a positive attitude in all aspects of their work ensuring the best possible customer service is delivered.

Detailed job description and main responsibilities

Be able to demonstrates the following;

Ability to communicate clearly via the telephone and able to produce clear written communications.

To receive and record incidents and service requests, presented through a variety of mediums (face to face, phone, web, email) for a wide range of customers who use Nottingham University Hospital systems.

To ensure that incidents not resolvable at first-line are escalated to the appropriate second-line teams/3rd party suppliers for further investigation.

To log calls appropriately to agreed Service Levels.

To escalate when required existing logs in the system that customers have not received updates one.

To assist the Service Desk & Incident Manager in attaining to Key Performance Indicators (KPI’s) set for the Helpdesk.

To maintain a professional service to all users of the Helpdesk and to be proactive in your support of those users.

To adhere to the Data Protection Act, confidentiality and Information Governance requirements of the hospital.

To improve your own personal development at appropriate times and to take part in mandatory training events.

To Promote Digital Services throughout the NHS.

To work onsite or remotely as required