We are a healthcare and clinical services company based in Abingdon, Oxfordshire, supporting multiple centres across the UK and elsewhere. We are looking to recruit a professional and highly organised individual to carry out resolution of ServiceDesk calls, as well as monitoring and co-ordinating the IT department support service to the users.
The role will have responsibility for ensuring the IT department as a whole is delivering the best possible support service to the business across both the IT Infrastructure and Application support teams. The ServiceDesk Co-ordinator will deal directly with any escalations from the business users for urgent and emergency issues, with further escalation to IT or Business leadership team where necessary.
The role also includes carrying out a number of 1st and 2nd line support activities as a member of the Application support team. Training will be provided on the in-house clinical application systems.
Candidate must be able to:
Work in a varied and fast paced environment, and remain calm under pressure.
Ensure telephone calls to the IT ServiceDesk are answered in a timely manner, emails are dealt with promptly and effectively, and all activities carried out by the IT support teams are logged and tracked in the IT ServiceDesk system.
Carry out regular review and monitoring of calls to ensure all staff are logging and updating calls correctly, and that calls are appropriately classified, prioritised and progressed.
Offer advice and guidance to often non-technical users in a clear, concise and unambiguous manner.
Work closely with the IT development and project teams to take on support for new system functionality and enhancements, and to help identify and drive further areas for improvement for all users across the business.
Excellent listening skills, able to interpret and understand issues raised from a wide variety of user backgrounds and business functions
Carry out investigation and analysis of ServiceDesk calls to identify trends and patterns, proactively seek improvements to reduce or prevent problems occurring.
Carry out planning and co-ordination of software upgrades and system downtime across multiple teams.
Please note that this role will not involve undertaking hardware, network, or installation related support activities. Applicants looking for technical positions working in the Infrastructure side of IT need not apply.