Service Desk Operator

NHS; London; On-site; GBP 30,000 - 33,000; Full time

Job summary

A leading healthcare organization is seeking an IT Support professional to enhance their Service Desk team. The role involves managing IT queries, supporting users with technical issues, and administering accounts in a fast-paced environment. Successful candidates will enjoy a suite of development opportunities tailored to career growth within the NHS.

Benefits

Learning and development opportunities

Innovation Accelerator Fund for projects

Qualifications

• Relevant IT Degree or equivalent experience.
• ITIL Foundation certification is preferred.
• Sound technical ability with relevant certifications advantageous.

Responsibilities

• Serve as the first point of contact for IT-related queries.
• Manage and resolve support tickets efficiently.
• Provide desktop support and hardware setups.

Skills

Technical Understanding

Time Management

General IT Knowledge

Problem Solving

Communication Skills

Education

Information Technology Degree or comparable experience

ITIL Foundation

Job description

This post represents an exciting opportunity for an individual with experience in Service Desk and IT Support to further develop their knowledge and capabilities.

You would be joining the IT Service Desk and End User Technology team. This team consist of 1st line engineers (Service Desk Operators) and 2nd line engineers (End User Technology Engineers).

The Service Desk team is responsible for the day-to-day IT support within Synnovis.

Situated 5 minutes from Blackfriars station.

Main duties of the job

• Serve as the first point of contact for all IT-related queries, including phone calls and walk-ins.
• Manage and resolve support tickets efficiently, including triaging and directing to relevant teams.
• Administer user accounts and email through Microsoft Entra ID and associated systems.
• Provide desktop support and hardware setup for onsite staff, including laptops and mobile phones.
• Oversee equipment logistics, including courier arrangements and maintaining hardware records in the CMDB.

About us

You will have a suite of learning opportunities available through The Synnovis Way Development programme which is used across Synnovis to enable you to reach your potential, learn new skills and achieve your goals.

This is managed between you and your line manager in line with your own personal and professional development ambitions.

You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund.

Job responsibilities

• Provide first point of call for all IT issues
• Answer incoming phone calls and manage any walk-in queries
• Manage individual ticket queue and ensure tickets are resolved in a timely manner
• Triage incoming tickets to ensure they are directed to the appropriate teams
• Create and manage user accounts in Microsoft Entra ID
• Manage staff Email accounts
• Set up hardware for staff onsite, e.g. building laptops, configuring company mobile phones
• Organize courier deliveries/ collections for equipment between sites and staff
• Manage equipment deliveries and ensure all hardware is documented in CMDB

Person Specification

Qualifications

• Information Technology Degree or comparable experience
• ITIL Foundation

Experience

• Sound technical ability (relevant certifications will be highly advantageous). This includes excellent general IT knowledge of products and services and the ability to explain these to customers if needed.
• Excellent all-round written and spoken communications skills
• The ability to solve problems quickly and effectively whilst coaching those around you to do the same
• Experience in a NHS or pathology environment

Skills & Knowledge

• Knowledge of best practices in IT and working within an ITIL framework
• Excellent time management and the ability to prioritize urgent issues whilst maintaining business as usual
• Ability to maintain professional composure when dealing with colleagues of all levels
• Technical Understanding
• Good general knowledge of workflows within pathology and/or healthcare setting

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Depending on experience£30,000 to £33,000 per annum depending on experience