Service Desk Analyst
Job summary
The focus of this post is to act as a front-line analyst working on the CITS CFT Service desk. The Service desk provides a single point of contact for staff, covering operational IT incidents and requests relating to our clinical systems, underpinned by an accurate call logging function. Support is provided to clinical, managerial and support staff in the Trust.
The post-holder will provide front line telephone support to internal users of Cornwall Foundation Trust's clinical systems, resolving issues at the first point of contact where possible, and escalating to the appropriate support staff where necessary.
The post-holder will run through scripted checks to try and ascertain the nature of the problem and gather a minimum dataset during the call logging process in case the incident cannot be closed at the point of contact.
To ensure that customers are treated professionally and courteously and kept fully informed with updates and progress of their request.
To manage any issues reported to the Service desk through to resolution, ensuring that the customer is happy with the outcome. Delivering excellent customer service is at the heart of this role as solving their issues enables staff to focus on helping patients.
Main duties of the job
Maintain good working relationships with colleagues, managers, staff, and external customers of all levels.
Excellent verbal communication skills with the ability to calm difficult situations. The post-holder must be able to explain sometimes complex
technical solutions to user problems over the telephone, using non-technical language and be able to communicate effectively with staff at all levels within customer organisations.
Ability to interpret and clarify user problems in simple terms.
Good written communication skills, required to deal with customers via the portal and email, ensuring expectations are managed and met. Also
required for the logging of issues on relevant systems and dealing with suppliers.
Excellent customer care and listening skills and experience of dealing with upset or irate customers.
Ability to record information carefully, methodically and accurately, particularly when updating directory services and to follow procedures with a high degree of care and accuracy.
Skilled in calming pressure situations, both with customers and as a team member in times of major system failures.
Maintaining a professional, high standard of service at all times, whilst improving Service Desk knowledge to achieve higher rates of firstline resolutions, within speed and permissions parameters.
Ensure escalation procedures are followed as soon as timescales beyond SLA are identified, communicating regular progress updates to theService Desk Lead.
About us
The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. We serve a population of around 500,000 people - a figure that can increase significantly with
visitors during the busiest times of the year. We employ approximately 6,700 staff and have a budget of approximately £580 million.
We are a teaching hospital in partnership with the University of Exeter Medical School, University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School.
The Knowledge Spa on the Royal Cornwall Hospital site is the base for medical and nursing as well as ongoing education for health professions in clinical and non-clinical roles.
Keeping at the forefront of medical advances, we are continually developing our clinical services as well as our facilities and are committed to maximising the range of specialist care that can be offered locally. Allied to this is a growing reputation for research and innovation.
Royal Cornwall Hospitals NHS Trust is a research active organisation.
It's established South West Clinical School in Cornwall exists to promote clinical academic career opportunities for nurses, midwives and allied health professionals interested in research and evidence-based activities. Read their research paper to find out more.
Website: https://www.plymouth.ac.uk/research/clinical-schools/royal-cornwall-hospitals-nhs-trust-clinical-school
https://doi.org/10.1177/17449871231209037
Job description
Job responsibilities
PLEASE NOTE: To view the full Job Description and Person Specification, please click the supporting document on the right-hand side.
To be an employee of the NHS you need to successfully complete the following:
Identity Checks
Professional registration and qualification checks
Employment history and reference checks
Occupational Health clearance
Satisfactory Disclosure and Barring Service check
Right to work in the UK
For further information please visit:
https://www.nhsemployers.org/topics-networks/employment-standards-and-regulation
We reserve the right to close this advert early.
We may be able to offer flexible working. Please discuss at interview.
Person Specification
Education / Qualifications and Relevant Experience
- GCSEs to include English Language demonstrating high levels of literacy and numeracy or equivalent
- NVQ Level 3 or equivalent level of experience
- Experience covering some or all the following: oIT Service Desk / Helpdesk experience. oExperience in telephone support. oExperience in a Customer Care related environment. oWork based IT support of systems, applications, or network administration.
- Knowledge of Microsoft software packages including MS Teams, Word, Excel
- Basic IT skills and knowledge in a wide range of areas.
- Customer care NVQ or similar
- Commitment to study towards ITIL v3 Foundation or experience of working within an ITIL environment in a professional ICT Service.
- Experience of working in the NHS
Skills and Aptitude
- Ability to follow scripted solutions to resolve incidents at the point of contact
- Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
- Effective time management, planning and prioritising tasks
- Excellent telephone manner and customer service skills
- Excellent written and verbal communication skills
- Excellent IT skills, able to quickly pick up new technology
- Ability to work as part of a team and autonomously
Knowledge and abilities
- Knowledge of a range of relevant hardware and software gained through qualification or equivalent experience
- Able to quickly assess severity of problems to provide a responsive resolution.
- Knowledge of ITIL Service Management
Personal Qualities
- Good team player
- Able to work under pressure
- Excellent interpersonal / communication skills
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Royal Cornwall Hospitals Trust
Address
Shaw House
St Austell
PL26 6AD
Employer's website
https://www.royalcornwall.nhs.uk/
- Company
- Royal Cornwall Hospitals Trust
- Location
- St Austell, United Kingdom PL26 6AD
- Employment Type
- Permanent
- Salary
- £24937.00 - £26598.00 a year
- Posted
- Company
- Royal Cornwall Hospitals Trust
- Location
- St Austell, United Kingdom PL26 6AD
- Employment Type
- Permanent
- Salary
- £24937.00 - £26598.00 a year
- Posted