Address Accurately document all support calls and emails, gathering as much information as quickly as possible to correctly diagnose faults. 'Own' the calls following them through reporting to closure ensuring that service level agreements are met, ensuring excellent customer service skills are displayed when dealing with all stakeholders. Provide advice, assurance, training and support to users in both standard desktop software and clinical systems. Liaison with staff in relation to opened Service Desk calls, in the cases of both providing and receiving complex support information and also in providing information for the escalation/investigation of logged call enquiries.
To have ownership of calls through to resolution ensuring departmental targets are met. Follow escalation channels ensuring that the correct route to resolve the call is followed. If calls are passed to third party resolver groups, the post holder is required to monitor the call with the third party and ensure its correct and timely resolution. Encourage innovation and active participation with all members of the Service Desk team.
Managing customer complaints ensuring they are escalated as appropriate. Keep the user informed of developments throughout the calls lifecycle, the Service Desk is the communication channel between the users and IT services. Inform users of policies and procedure in use at both local and national levels, support all new initiatives and projects, providing information and assurance to end users. Provide and receive technical information where communications barriers exist, IT users may not have had IT training or experience and the post holder requires an ability to convey complex information in easily understandable plain English.
Provide assurance to end users in area of expertise and knowledge. Professional communication and interpersonal skills both face to face and over the telephone are essential. Good knowledge of computer systems and services currently in use with Southern Health, and knowledge of key users and support groups for further direction and guidance to enable supporting end users. Using the information provided by the users the post holder will use their knowledge and judgement to decide the best course of action for supporting the user.
Information provided by the users may be sketchy and incomplete, by analysing the information provided a decision has to be made on the correct resolver group for the call or whether the Service Desk Analyst can resolve the call over the phone. Plan tasks to fit with the call demands on the Service Desk and manage time to chase up calls with resolver groups and third parties and not impact on availability. Account creation, training and reporting needs to be performed in off peak times. The role requires the organisation of all available data and resources to meet requirements, in periods of high demand all information available needs to be recorded and organised efficiently.
Use of telephony equipment and computer terminals, an ability to record information in service management tools using keyboard input whilst still maintaining communication with the end user over the telephone. Conduct thorough analysis and fault-finding of a wide range of technical I.T. issues, including, but not limited to system/user errors, data errors, software problems. Ensure the appropriate involvement of other support engineers/Service Desk lead as necessary.
Issues will require the evaluation of a number of possible solutions so the application of sound technical judgement will be essential. Liaise and co-operate with any audits carried out by internal and external auditors and the implementation of any associated recommendations. The role holder may be required to be part of the IT on call rota. Assist Infrastructure, Project and Development teams with the deployment of programmes of work in accordance with the I.T.
Strategy. Make suggestions to the Service Desk Lead for the development of staff training plans. Ensure that highly specialised I.T. systems and hardware (including personally-assigned devices) are operated in a safe and proper manner in accordance with Trust policies.
Provide support to Trust users both independently and as part of the larger I.T. support team in-line with departmental guidelines. Provide training and mentoring to junior engineers within the team. Where support is required outside of the normal departmental guidelines, ensure that it is brought to the attention of the appropriate senior manager for proper escalation.
Any other duties commensurate with the grading of the post.
