Contact Centre Analyst (Fixed & Mobile Support)
Job summary
We are delighted to offer an exciting opportunity for a Contact Centre Analyst (Fixed & Mobile Support) within the Trust's IT Service Desk.
This role presents an excellent opportunity for a motivated, customer-focused individual looking to develop their technical skills and gain valuable experience within Digital Services.
Main duties of the job
As a Contact Centre Analyst, you will act as the first point of contact for IT-related incidents and service requests from colleagues across the Trust. You will be responsible for providing high-quality first-line support, ensuring issues are logged, diagnosed, and resolved efficiently wherever possible. More complex incidents will be escalated appropriately, ensuring a seamless support experience for our users.
The successful candidate will provide support across both the Fixed and Mobile Support Services, assisting staff with a wide range of hardware, software, telephony, and mobile device queries. Strong communication skills, a proactive approach to problem-solving, and a commitment to delivering excellent customer service are essential.
This is a rewarding opportunity to play a key role in supporting the technology and communication services that enable our staff to deliver high-quality patient care and essential support services across the Trust.
About us
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ 4,500 staff, of whom 56% are BME. Our turnover for 2024-25 is £426m.The Trust is rated as 'Good' overall by the Care Quality Commission. Forensic services are rated as 'Outstanding'.The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.
Job description
Job responsibilities
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached.The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Experience
- Relevant IT qualification e.g. Microsoft Certified Technology Specialist in Windows 7 or 8, IT Hardware Vendor certification
- ITIL Foundation
- Evidence of Customer Facing skills course and/or experience
- Communications support qualification
- Microsoft Certified Technology Specialist in Windows 7 or 8
Experience
- Experience of providing at desk IT support, installation and configuration services
- Experience of working in a complex IT networked environment
- Experience of working in a ITIL driven environment
- Working to SLA targets and meeting tight deadlines under pressure
- NHS ICT or Support Experience
- Small Contact Centre/Help Desk (extended hours) experience
- Reporting tools, Process design, Service Desk tools, Telephony
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.
Employer details
Employer name
West London NHS Trust
Address
St Bernard's Hospital
Southall
UB1 3EU
United Kingdom
Employer's website
https://www.westlondon.nhs.uk