At a Glance
- Tasks: Help users navigate IT issues and improve their experience with our services.
- Company: Join Moorfields Eye Hospital, a leader in eye care and innovation.
- Benefits: Enjoy competitive salary, NHS pension, free counselling, and flexible working options.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Be part of a mission that impacts lives through world-class eye health.
- Qualifications: Previous service desk experience and a passion for customer service.
The predicted salary is between 26159 - 31972 £ per year.
Join Moorfields Eye Hospital NHS Foundation Trust. At Moorfields, people’s sight matters—and so do the people who make it possible. For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of the service.
Main duties of the job:
- Resolve user requests to a minimum of the agreed service level agreement.
- Empathise with the end user.
- Use customer-focused metrics to achieve a satisfying outcome.
- Own an issue until a new owner has been found or the problem has been mitigated or resolved.
- Show an awareness of different products and services.
- Track, log and correct information to protect assets and components for continual service improvement.
- Support specific activities to improve development processes.
- Spot or identify obvious deficiencies.
The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.
Working for our organisation:
- Salary including High-Cost Area Supplement.
- Opportunity to join the NHS Pension Scheme.
- Free 24/7 independent counselling service.
- Learning and development opportunities.
- Easy and quick transport links.
- A range of attractive benefits and discounts.
- Access to Blue Light Card and other NHS Discount Schemes.
- Free Pilates classes.
- Full support and training to develop your skills.
- Flexible working friendly organisation.
This role is part of the IT Operations, who are responsible for maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users.
Person specification:
Knowledge & ExperienceEssential criteria:
- Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives.
- Experience in IT across a range of areas.
- Use Service Management, Quality Assurance Testing, and Delivery Management tooling.
Desirable criteria:
- Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc).
- Experience of solving complex problems for users through the use of technology.
- Experience of management products/services in healthcare (NHS).
Education/Qualification:
Essential criteria:- Previous Service Desk Experience.
- Service management qualification or equivalent experience (example: ITIL).
- Management/leadership qualification or equivalent experience.
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc).
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. Our commitment to equality, diversity and inclusion is at the heart of our organisational culture.
Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction.
Service Desk Analyst employer: Moorfields Eye Hospital, London, Fellowship
Moorfields Eye Hospital is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets compassionate care. Employees benefit from a strong commitment to professional development, with ample opportunities for growth and training in the healthcare sector, all while contributing to meaningful projects that enhance patient care. The collaborative culture fosters teamwork and inclusivity, making it a rewarding place to advance your career in facility management.
Contact Details:
Moorfields Eye Hospital, London, Fellowship Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moorfields Eye Hospital, London, Fellowship. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Moorfields Eye Hospital, London, Fellowship before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Moorfields Eye Hospital, London, Fellowship:Your cover letter is your chance to shine! Tell us why you want to work at Moorfields Eye Hospital, London, Fellowship specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Moorfields Eye Hospital, London, Fellowship!
How to prepare for a job interview at Moorfields Eye Hospital, London, Fellowship
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
