As a Technology Service Desk Engineer reporting to the Service Desk Manager, you will be part of a dynamic team responsible for providing exceptional support services to our organisation. This role involves using your technical skills to automate and streamline support processes, contributing to the revolution of technology support services and enhancing the efficiency of our employees, ultimately improving patient care.
Responsibilities include:
1. Providing timely resolution of technology support incidents and service requests, ensuring adherence to SLAs.
2. Troubleshooting and resolving hardware, software, and network issues.
3. Collaborating with technology teams to solve complex problems and develop scalable solutions, focusing on automating repetitive tasks.
4. Delivering outstanding customer service with empathy and effective communication.
5. Maintaining professionalism and ensuring customer satisfaction.
6. Enhancing the end-user experience and exceeding expectations.
7. Utilising IT service management principles and best practices.
8. Contributing to support process improvements and knowledge base development.
9. Staying updated with emerging technologies and industry trends.
10. Identifying opportunities for automation and process streamlining.
11. Participating in continuous improvement initiatives and mentoring team members.
Qualifications:
* A bachelor's degree in a relevant field or equivalent experience.
* Proven experience in a support role, with coding and scripting skills as a bonus.
* Strong understanding of ITIL and service management principles.
* Familiarity with ITSM platforms, ideally ServiceNow.
* Excellent problem-solving, communication, and interpersonal skills.
* A passion for customer service and continuous learning.
Nuffield Health is committed to building a healthier nation. Join us to make a difference in healthcare through technology. We offer a supportive environment with benefits like free gym membership, health assessments, retail discounts, and pension options.
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