Service Desk Analyst - Eastbourne DGH

East Sussex Healthcare NHS Trust; Eastbourne; On-site; GBP 60,000 - 80,000; Full time

Job description

Overview

We have two roles available, one is a permanent position and the other is a secondment/fixed term position for up to 18 months. In this role, you'll provide a responsive, customer focused service to colleagues who wish to report digital faults, register requests and obtain information and advice. Wherever possible, you'll provide immediate resolution to issues, ensuring the service is delivered within our agreed Service Level Agreements (SLAs). When needed, you will escalate issues and liaise with colleagues, both within ESHT Digital and across the wider Trust. The Service Desk is open from 8am - 6pm Monday to Friday and you will be expected to cover both the 8am - 4pm and 10am - 6pm shifts on a rotational basis.

Responsibilities

• Provide a responsive, customer focused service to colleagues reporting digital faults, registering requests and obtaining information and advice.
• Resolve issues where possible to meet SLAs; escalate issues as needed and liaise with ESHT Digital and the wider Trust.
• Cover Service Desk hours (8am-6pm, Monday to Friday) and work rotationally to cover 8am-4pm and 10am-6pm shifts.
• Gather information quickly to correctly diagnose faults while ensuring the caller feels supported and confident that their issue will be resolved.

Qualifications / Skills

• Excellent customer service skills, ideally gained from working in a telephone call centre environment.
• Ability to communicate technical information so that it is understood by non-technical colleagues.
• Great team player with good communication skills.

Benefits

• Staff development, NHS pension scheme and auto-enrolment to Temporary Workforce Service.
• Onsite nurseries, staff restaurants and accommodation where available.
• Access to onsite parking from £50 per year.
• Internal Occupational Health department and free psychological support through the confidential Employee Assistance Programme.

About East Sussex Healthcare NHS Trust

We are one of the largest organisations in East Sussex with an annual income of £568 million and the only integrated provider of acute and community care in Sussex. Our services are delivered by over 8,000 staff across two acute hospitals in Hastings and Eastbourne, three community hospitals, over 100 community sites and in people’s homes. The Care Quality Commission (CQC) ratings include 'Good' overall and 'Outstanding' for Caring and Effective; our hospitals offer 24-hour care across Emergency Departments and a full range of services.