A senior post in IT Operations at Moorfields Eye Hospital NHS Foundation Trust, where the service desk handles inbound calls from end users across the trust's sites. The role centres on supporting analysts through live calls, stepping in on difficult ones, owning the service desk script and coaching team members. It is site-based on a rota covering the Monday to Friday 8am to 6pm service, with on-call duties and deputising for the Service Desk Manager. Entry needs a degree or equivalent experience, and ITIL or an equivalent service management qualification.
What the job involves
- Monitor inbound calls and support service desk analysts in resolving them
- Intervene in difficult calls and handle complex complaints and cases
- Own and update the service desk analyst script
- Coach and develop service desk analysts and manage their availability
- Deputise for the Service Desk Manager
- Participate in the on-call service
- Investigate problems in systems, processes and services, and contribute to remedies and preventative measures
- Own issues until a new owner is found or the problem is mitigated or resolved
- Produce standard-format service reports with commentary interpreting the data
- Keep the service management platform up to date with customer service activity
- Track, log and correct asset and configuration information
- Engage users and stakeholders to gather evidence of user needs
Qualifications
- Degree, or equivalent level of experience
- Service management qualification such as ITIL, or equivalent experience
Experience
- Working in user or customer-centric teams delivering continuous service improvement
- Working within a service management framework such as ITIL, with expert working knowledge of incident, problem, change and service request practices
- Solving complex problems for users through technology
- Managing IT assets such as hardware and software
Skills & knowledge
- Dealing with complex IT and customer service issues and complaints
- Contributing to service improvement and re-design initiatives
- Contributing to training needs analysis and the professional development of the team
- Knowledge of IT service management, quality assurance testing and delivery management systems and tools
- Systematic and methodical approach to problem solving
Nice to have
- Relevant management or leadership qualification, or equivalent experience
- Delivery management qualification such as Agile or PRINCE2, or equivalent experienceExperience supporting the transition of products from delivery into live service
- Experience coaching and mentoring team members
- Understanding of managing team budgets for pay, on-call and consumables
- Experience of managing products or services in healthcare (NHS)
What’s offered
- NHS Pension Scheme
- Salary including High-Cost Area Supplement
- Free 24/7 independent counselling service
- Learning and development opportunities
- Blue Light Card and other NHS discount schemes
- Free Pilates classes
- Full support and training to develop skills
- Flexible working friendly organisation
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Contact Details:
The Methodist Church in Britain Recruitment Team
