Overview
Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust. Responsible for delivering a compassionate, dignified and respectful service to patients at all times.
To provide a professional interface for our customers and users to ensure high quality services and resolution of incidents as quickly as possible.
Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes.
Responsibilities
* Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions, providing guidance from initial contact through to resolution and closure by handling and responding to enquiries, which may at times be complex for non IM&T Staff.
* Support the IAM Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk.
* Record all incidents and service requests to provide good data for Incident and Problem Management.
* Restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.
* Use initiative to resolve incidents and requests, seeking advice as required in line with departmental policies and procedures.
* Identify, record and report against non-trust items against which internal customers request service.
* Monitor and track all incidents and requests, assigning the correct priority to incidents and escalating to the relevant area as priorities change.
* Offer general guidance and advice to internal customers, which may be seen as complex for non IM&T Staff.
* Maintain relationships with interfacing business functions and other IT functions.
* Implement escalation procedures as appropriate.
* Aim to achieve maximum personal KPI's and assist the team in achieving departmental targets (SLAs).
* Demonstrate customer-facing skills: empathise with users, good interpersonal skills, active listening, polite telephone manner, courteous.
* Display business awareness with an understanding of the trust and its business applications.
* Articulate, methodical, analytical, numerate and literate; able to work under pressure and manage time effectively; capable of multi-tasking and working in a team.
* Maintain personal attributes: punctual, tenacious, persevering, use of initiative.
* Concentrate for extended periods to ensure detail and accuracy of incidents and service requests.
* Respond professionally (verbal or email) to complex, non-routine customer situations requiring deviation from standard procedures.
* Create new user accounts and respond to user transfer and termination events.
* Assist with management of changes to accounts, user access groups and entitlements and ownerships based on requests.
* Facilitate access review and recertification process for all resources.
* Interface with HR team for all new user and user transfer and termination events.
* Create and/or review data access reports to research service requests or issues.
* Participate in the development of roadmaps and strategy and execute on that strategy.
* Perform independent research within the business to resolve issues and identify process improvements.
* Work in all phases of systems analysis and consider the business implications of applying technology to the current environment.
* Configure moderately complex application components (analysis, design, development, and implementation of solutions) based on functional requirements.
* As a newly appointed employee, you are responsible for incurring the cost of your initial DBS check relevant to your post; the amount will be deducted from your first salary with the Trust.
Qualifications and Skills
* Highly computer literate with knowledge of MS Office applications, SharePoint, clinical systems, PC environment.
* Customer facing: empathise with users, good interpersonal skills, active listening, polite telephone manner, courteous.
* Business awareness: understanding of the trust and its business applications.
* Logistical: articulate and methodical, analytical, numerate and literate; able to work under pressure, good time management, good team worker, ability to multi-task.
* Personal attributes: punctual, tenacious, persevering, use initiative.
* Ability to concentrate for extensive periods of time to ensure detail and accuracy of incidents and service requests.
* Experience in writing and understanding detailed user and implementation documentation, procedures and training manuals.
* Proven track record of managing a team; demonstrated ability in planning, managing and motivating staff through periods of change.
* Technical skills: knowledge of internal systems, Automatic Call Distributor (ACD) telephone system, Active Directory management/administration/maintenance, Richmond IT Service Management System, ITIL awareness.
Additional Information
Our Trust is an Equal Opportunities Employer. We particularly welcome applications from people with experience of using mental health services. We also hold the Disability two tick symbol and have pledged to employ more people with learning disabilities, and encourage people with a disability to apply. If you require this application form in another format (Braille or audio), please contact the Recruitment Department for assistance.
The Trust has the right to expire vacancies prior to the closing date if they wish. We advise applicants to check the email account registered with NHS Jobs regularly. If you have not heard from us within three weeks of the closing date, your application may be unsuccessful.
Important safety and safeguarding notices are included, including safer recruitment processes for safeguarding children, young people and vulnerable adults.
Benefits
* Season Ticket Loans
* NHS discounts for staff
* Excellent Training facilities and opportunities
* Buying and Selling annual leave scheme
* The opportunity to work bank shifts and gain broader experience
* Day One Flexible Employer; flexible working options available
* Staff bank information and participation details.
* Supportive environment for professional growth and development
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