This 18-month senior post sits in the IT Service Desk, part of IT Services within the Informatics Directorate of East Lancashire Hospitals NHS Trust. The desk is the central first-line team, giving first and second line technical support and resolving calls on first contact for around 16,000 users, including those at remote satellite sites. The role also covers training new starters, supporting problem management and maintaining knowledge bases and first-time-fix documents. At least one year of service desk experience is required.
What the job involves
- Provide first and second line technical support
- Provide first-time-fix call resolution
- Manage incidents
- Process service requests and standard changes within agreed service levels
- Train new starters
- Support current staff
- Support Service Delivery management with problem management
- Update the article list and knowledge bases
- Produce first-time-fix process documents for the Service Desk
What’s required
Experience
- 1 year service desk experience
- 2 years customer service experience
Skills & knowledge
- Excellent communication skills
Nice to have
- ITIL Foundation Level 4
- Good understanding of common IT support issues
- Knowledge of NHS systems and processes
What’s offered
- Opportunities for continuous professional development
#J-18808-Ljbffr
Contact Details:
The Methodist Church in Britain Recruitment Team
