Service Desk Operator - MOC
Job summary
The post holder will be responsible to act a a first point of contact for all IT related queries. The post holder will have the expertise to handle a high volume of calls, perform first time fixes and meet user requirements.
There are 2 posts available for this role.
Main duties of the job
To provide day to day customer focused service desk support to IT users from all customer organisations.
Answer all calls and respond to all emails and requests within the timescales set out in the customer service level agreement.
Ensure all calls , emails and requests are logged in the call logging/ management system.
Help maintain 24/7 availability of access to services
A full description can be found in the attached Job description and personal specification.
About us
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.
As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.
Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.
Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)
Job description
Job responsibilities
To provide day to day customer focused service desk support to IT users from all customer organisations.
Answer all calls and respond to all emails and requests within the timescales set out in the customer service level agreement.
Ensure all calls , emails and requests are logged in the call logging/ management system.
Help maintain 24/7 availability of access to services
A full description can be found in the attached Job description and personal specification.
Person Specification
Education
- A level or equivalent qualification
- ITIL v3 foundation or equivalent qualification
Knowledge and training
- Telephone skills
- Computer literate
- Experience of working in a busy IT service desk environment or call centre
communication
- Clear communication skills - oral and written
- Demonstrates an understanding of confidentiality
- Experience of working in a technical support team to meet customer support service level agreements
- Confident, polite and effective telephone 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
The Dudley Group NHS Foundation Trust
Address
Facilities Management centre
Pensnett trading estate
Kingswinford
DY6 7TE
Employer's website
https://www.dgft.nhs.uk/