Service Desk Agent

Wrightington, Wigan & Leigh NHS Foundation Trust; Lilford; On-site; GBP 22,000 - 26,000; Full time

Job summary

A healthcare organization in England is seeking a Service Desk Agent to log and manage calls, provide user support, and monitor supplier performance. Ideal candidates will possess strong administration and customer service skills, along with proficiency in Microsoft Word and Excel. This full-time position offers the opportunity to work within a supportive team and contribute to efficient service delivery.

Qualifications

• Strong administration, customer services and organisational skills required.
• Good communicator who is polite, patient and helpful at all times.

Responsibilities

• Log calls into the Call Logging System and manage calls.
• Provide advice to users using agreed pre-defined responses.
• Monitor call progress with suppliers when escalated.
• Assist in ongoing projects and provide administrative support.

Skills

Strong administration skills

Customer service skills

Organisational skills

Communication skills

Proficiency in Microsoft Word

Proficiency in Microsoft Excel

Job description

Overview

The post holder will be the main point of contact to all computer users throughout the Trust by providing a Service Desk operating 08:00 to 17:00 Monday to Friday. They will be expected to log all calls into the Call Logging System, ensuring that all processes are carried out in a timely and accurate manner to ensure an efficient Service Desk, giving advice to the user following agreed pre-defined responses to facilitate possible solutions to calls. If a call is logged onto the Call Logging System and then has to be passed onto a supplier for rectification, the Service Desk Agent will be responsible for ensuring call progress with the supplier is monitored and falls within the contractual obligations. Assist in on-going projects within the department, providing administration support and ensuring accurate records for configuration management.

Responsibilities

• Log all calls into the Call Logging System and manage calls in a timely and accurate manner to support an efficient Service Desk.
• Provide advice to users using agreed pre-defined responses to facilitate possible solutions.
• Monitor call progress with suppliers when escalated, ensuring compliance with contractual obligations.
• Assist in on-going projects within the department, providing administration support and ensuring accurate records for configuration management.

Working for our organisation

Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that \"happy staff, makes for happy patients\". We have a recognised track record in staff engagement and living our values.

• People at the Heart
• Listen and Involve
• Kind and Respectful
• ONE Team

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs. We welcome applications from all sections of society. COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and our patients from the virus when working in our healthcare settings. While COVID-19 vaccination is not a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated there is helpful advice and information available by contacting [email protected] where you can also ask about how to access vaccinations.

Role details

An opportunity has arisen within the Service Support Team for a Service Desk Agent, working 37.5 hours between Monday to Friday. The postholder will be expected to log all calls into the Call Logging System and to carry out all processes to support an efficient Service Desk, providing advice to users following pre-defined responses. If a call is logged and passed to a supplier for rectification, the Service Desk Agent will monitor call progress to ensure it falls within contractual obligations. Training will be provided in the use of the Call Logging System.

Requirements / The ideal candidate

• Strong administration, customer services and organisational skills; a good communicator who is polite, patient and helpful at all times with staff at all levels.
• Ability to use a computer, in particular Microsoft Word and Microsoft Excel.
• Training will be given in the use of the Call Logging System.

Other information

Please note that some roles may require you to participate in an on-call rota, if the role is predominantly operational. WWL has signed up to the Greater Manchester Continuous Service Commitment and recognises continuous or unbroken service for service-related benefits.