[Hiring] Service Desk Operator @University Hospitals Sussex NHS Foundation Trust

Role Description

We have an exciting opportunity to be part of our team. The post holder will form part of the helpdesk team working to provide first line support to customers on all matters relating to IT provision. The post holder will log all requests for support and either resolve the request directly or assign to other IT support teams as appropriate. This role is a key customer support role, and the post holder will be required to always maintain a customer focus. Will be required to work on site for one week in every four weeks.

Qualifications

• Experience in customer support or helpdesk environment.
• Strong communication skills.
• Ability to work collaboratively with team members.

Requirements

• Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system.
• Aid and advise customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained.
• 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, service level agreements and UH SUSSEX standards.
• Generate reports from the helpdesk system as required.
• Assist management with audits within department by partaking in areas of own remit.
• Identify areas requiring service improvements where required and comment on policies and protocols as required.

Benefits

• Extensive wellbeing programme for staff.
• Flexible working options to support work-life balance.
• Support for career growth and development.