The Service Desk Officer will provide proficient NHS GM Digital & IT support across the customer base, offering in-depth technical remote support for all end-user equipment, systems, and software supported by the IT Service. Support will be delivered in accordance with the Service Level Agreement, departmental guidelines, and policies, ensuring efficiency.
The Service Desk Officer is the first point of contact for all customers, responsible for logging and managing service requests and incidents appropriately. The role requires diagnostic and fault-finding skills, broad IT knowledge, and administrative support tasks.
The post holder will conduct Incident Management, Request Fulfilment, and Configuration Management processes in line with policies and procedures. They will provide high-quality, detailed first-line technical support based on ITIL best practices, assisting customers with supported IT systems and infrastructure.
Key responsibilities include:
1. Handling queries via telephone, self-service portal, email, and face-to-face, providing advice, guidance, and resolutions; demonstrating ingenuity in applying knowledge to non-standard situations.
2. Using remote access tools to diagnose and resolve issues, minimizing the need for site visits and reducing disruption to users' workflow.
3. Accurately recording all requests and actions in the service management system.
4. Providing day-to-day system administration and support for managed systems.
5. Participating in IT projects to support new systems, services, or infrastructure implementation.
Integrated Care Systems (ICSs) are collaborations among health and care organizations to plan and deliver cohesive services, aiming to improve community health outcomes, address disparities, optimize efficiency, and promote social and economic development.
The NHS People Promise emphasizes creating an inclusive workplace, addressing workforce inequalities, and employing positive action measures to broaden the talent pool. The organization advocates diversity and inclusivity, offering flexible work arrangements, inclusive policies, and support services. Applicants from all backgrounds are encouraged to apply, with a particular welcome to ethnically diverse and disabled individuals. Feedback on job descriptions and advertisements is welcomed to promote clarity and inclusivity, reflecting a growth mindset and commitment to continual improvement.
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