IT Service Desk Technician

Job summary

As an IT Service Desk Technician, you'll play a central role when it comes to supporting customers and colleagues via telephone, our Self-Service Portal, Chat and remotely accessing our customers devices. With an interest in IT and an opportunity to expand your technical skills and knowledge, you'll be part of a high performing team ensuring there is minimal downtime to services. You will act as the first point of contact on the SCW IT Service Desk so applicants must be confident to talk over the phone and provide friendly customer service.

The role itself is office based from either Bridgwater (TA6 4RN), Eastleigh (SO50 5PB), Ashford (TN23 1PP) or Worthing (BN11 1RY), however SCW is an agile and flexible employer allowing remote working, however individuals may need to work onsite when required or requested.

The Service Desk is a fast-paced environment where time management is essential to success, customer satisfaction is key, and we strive to provide the best possible service to our customers at all times. Some average stats are below to demonstrate some of the pressures of the role:

Number of Service Users > 50,000Number of supported intelligent devices 100,000Average incoming calls per month 11,000Average tickets raised via Self-Service portal 10,000Average first fix percentage > 75%Average length of call (telephone) 10 minutes

Main duties of the job

Communicating with customers via telephone, our Self-Service Portal (SSP), or by using Live Web Chat. You'll monitor these channels and ensure tickets are responded to in a timely manner. You'll use our IT Service Management Tool (ITSM) to accurately capture information and provide 1st line IT support and troubleshooting.

We are looking for an enthusiastic self-motivated individual who can work both alone and as a member of a wider team. You will need to have excellent communication skills and provide a professional customer experience. Effectively prioritising your workload is paramount to this role. You will be required to possess strong problem-solving skills and be able to share this knowledge with the wider team.

In order to ensure that you are provided the necessary information and training, we offer a structured induction plan which will show you all of the core functions of the Service Desk with a buddy system. We also offer additional training on individual subjects to guarantee you have sufficient knowledge in the required areas.

About us

Our 2024/2025 Mission:"Empowering Health and Care: The SCW Service Desk Commitment" - We provide exemplary support, bridging technology and customer service through innovation and a dedication towards an outstanding customer journey. Working with our partners to ensure positive outcomes for people, communities, and populations.

The Pillars of our Mission:o Efficient Solutions: Swiftly resolve incidents and requests with a focus on innovation to improve efficiency.o Collaboration: Work as a diverse team, enhancing the customer experience.o Customer Focus: Prioritise satisfaction and retain customers.o Sustainability: Balance excellence with adaptability and to maximise our contribution to a net-zero NHS.

SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

This role has been assessed against the eligibility requirements for a skilled worker visa, we regret to inform you that we will be unable to consider applications from individuals who require sponsorship due to the post being ineligible because the role does not meet the necessary salary thresholds.