Service Desk Analyst

Moorfields Eye Hospital, London; London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A renowned healthcare facility in London is seeking a Service Desk Manager to enhance patient engagement and ensure efficient resolution of user requests. This role involves working closely with end users to improve overall service delivery. The position is on-site with a focus on continuous improvement and process optimization. Competitive benefits include staff training, NHS Pension Scheme, and various discounts.

Benefits

Salary with High-Cost Area Supplement

NHS Pension Scheme

24/7 independent counseling service

Learning and development opportunities

Free Pilates classes

Attractive benefits and discounts

Qualifications

• Empathetic engagement with end users.
• Ability to track and log information.
• Experience with service level agreements.

Responsibilities

• Resolve user requests efficiently.
• Maintain awareness of all products and services.
• Support continual service improvement.

Skills

Customer-focused metrics

Problem resolution

Ownership of issues

Process efficiencies

Job description

We are at a pivotal stage of our digital journey with an ambitious portfolio of digital technology initiatives aimed at empowering patients and service users, improving healthcare navigation, and integrating systems and data to better meet service needs.

Customer Service Management

• Resolve user requests within the agreed service level agreements.
• Empathize with end users and use customer-focused metrics to achieve satisfactory outcomes.
• Take ownership and show initiative in resolving issues.
• Own an issue until a new owner is assigned or the problem is mitigated or resolved.
• Maintain awareness of different products and services.

Asset and Configuration Management

• Track, log, and correct information to protect assets and components, supporting continual service improvement.
• Be aware of process efficiencies and common optimization methods.
• Support activities aimed at improving development processes.
• Identify obvious deficiencies in processes.

The service operates Monday to Friday, from 8:00 am to 6:00 pm, and staff will be part of a rota system. The posts are based on-site.

At Moorfields, we offer more than just an excellent career and great colleagues, including:

• Salary with High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counseling service
• Learning and development opportunities
• Easy access via 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 arrangements

For more details or informal visits, contact:

Name: Kuldip Jaj
Job Title: Service Desk Manager
Email: [e-mail]