Service Desk Technician

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. Provide advice, assurance, training and support to users in both standard desktop software and clinical systems. 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. 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. The post holder will have completed or working towards completion of a recognised IT qualification e.g.
Comptia A+ or has equivalent knowledge in previous roles. The post holder will have worked in previous roles delivering high levels of customer service both over the phone and face to face. 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 will need to manage their 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.
Accurately records all communication from end users and provides information as necessary to further support services within the Trust. Maintains all communication channels with the user and escalates calls to senior IT staff as required. Maintains and creates IT system accounts and system rights. Responsible for the correct and safe use of IT systems and services as well as providing user assurance.
Incident logging and analysis of call statistics, responsibility for prioritisation and categorisation of incidents/calls according to impact on patient care and severity and to determine when an incident is classed as a major incident or system failure. Undertake other duties as required. Frequent sitting or standing in restricted positions, the post holder is working in a Service Desk environment and will be based at a desk on the phone for a long period of time. In busy periods or high demand due to major system failures prolonged concentration is required and the ability to accurately and concisely record information under pressure.
The ability to react to unplanned demand and still provide a professional service is required. The role holder may be required to be part of the IT on call rota. Any other duties commensurate with the grading of the post.