On-Site IT Service Desk Specialist

University Hospitals Sussex NHS Foundation Trust (279); Brighton; On-site; GBP 22,000 - 26,000; Full time

Job summary

University Hospitals Sussex NHS Foundation Trust in Brighton is seeking a Service Desk Operator to join the IT helpdesk and provide first-line support to users on all IT-related matters. You will log requests and either resolve them directly or escalate to other IT teams as appropriate.

The role is customer-focused and requires on-site work for one week in every four weeks. You will communicate clearly with service users via in-person, telephone, and other channels, and you will help maintain UH

Qualifications

• ECDL or equivalent computing qualification or relevant customer service related experience in a technical environment.
• Experienced user of Microsoft operating systems and application software.
• Basic PC maintenance.

Responsibilities

• Answer helpdesk requests via email or telephone from non-IM&T staff and log on the helpdesk system.
• Aid and advise customers including those with little IT knowledge and resolve IT support requests without referral where appropriate.
• Prioritise support requests and schedule them to the most appropriate member of senior teams.
• Accurately log all details for each request on the helpdesk system.
• Support other helpdesk team members to resolve requests.
• Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards.
• Keep up to date with changes to IT standards, SLAs and UH SUSSEX standards.
• Generate reports from the helpdesk system as required.
• Assist management with audits within department by participating in areas of own remit.
• Identify areas requiring service improvements and comment on policies and protocols as required.

Skills

ECDL / computing qualification

Microsoft operating systems

Customer service

Basic PC maintenance

Education

ECDL or equivalent computing qualification

Tools

Microsoft Windows

Helpdesk logging

Job description

University Hospitals Sussex NHS Foundation Trust in Brighton is seeking a Service Desk Operator to join the IT helpdesk and provide first-line support to users on all IT-related matters. You will log requests and either resolve them directly or escalate to other IT teams as appropriate.

The role is customer-focused and requires on-site work for one week in every four weeks. You will communicate clearly with service users via in-person, telephone, and other channels, and you will help maintain UH