Job Description
Helpdesk Assistant – NHS. Are you Customer Service focused with Service Desk or NHS Systems experience?
We are looking for a Helpdesk Assistant to join our Helpdesk Team within Arden & GEM Commissioning Support Unit.
Reporting to the Team Leader you will provide ‘first line’ technical and user support for the systems developed and serviced by the Data & Systems Team. These systems are used throughout the country. Candidates will be required to log and manage incoming calls through to resolution. The role is predominately office based (currently working from home due to Covid 19), using a PC continuously and will involve communication via telephone, email and our ITSM tool. It is possible that you may be asked to travel to customers sites for work purposes. Shift work may be required including evenings and weekends.
Main Duties & Responsibilities: Providing technical advice to customers on a range of applications via telephone, email or through our ITSM tool. The post holder must be able to communicate technical system matters to non-technical people clearly and in an accessible manner. Use product knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact in accordance with Service Level Agreements. Maintain ownership of calls and maintain communication with customers in order to achieve response targets. The role requires the active participation in the development of the Service Desk working methods, process, procedures and development of the service to ensure that changing business needs continue to be met. The successful candidate with be able to implement, document and review procedures and processes to improve ‘first line’ functionality. The post holder will be required to work shift patterns including evenings and weekends.
Arden & GEM is one of the largest Commissioning Support Units in the country. Our customers include more than 60 Clinical Commissioning Groups (CCG), NHS England, local authorities and a range of care providers.
With offices throughout the Midlands, North West and South East we cover a core geographic patch that extends to Greater Manchester in the north and Essex in the south. Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face. This role is based in Leicester, with an opportunity for remote working.
We provide real value to our customers by working at scale, creating the synergies and innovation that ultimately drives improved patient outcomes and makes commissioning resources work harder.
Our cornerstones are quality, value, innovation and complete customer focus.
1. Provide helpful advice to customers and Team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
2. Use product knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact in accordance with the different System Level Agreements.
3. Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.
4. To provide advice to customers accessing AGEM CSUs Systems on the efficient and safe use of computer systems.
5. Using own judgment, gather detailed, complex and sensitive information and where appropriate input this accurately into the chosen Service Desk tool.
6. Candidates are required to issue reference numbers to all customers every time a request for assistance is made.
7. Maintain ownership of calls and maintain communication with customers in order to achieve response targets defined by the Service Desk Team Leader.
8. Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems
9. Assist in the monitoring of the applications infrastructure, raising support calls and escalating when appropriate.
10. Work in conjunction with the Principal Support Co-ordinator / Team Leaders to facilitate the development of the Incident/Problem/Change Management process in order to manage the Service Desk against defined service level agreements and improve call resolution times.
11. The role requires the active participation in the development of the Service Desk working methods, process, procedures and development of the service to ensure that changing business needs continue to be met.
12. Take part in creating, implementing and updating Standard Operating Procedures within the department
13. Implement, document and review procedures and processes to improve ‘first line’ functionality and store in an easily accessible central repository.
14. Deliver training on supported products to internal and external delegates
15. Actively undertake audits and seek to improve the level of customer service provided by the Service Desk in conjunction with the Team Leaders
16. To update technical knowledge of the Data & Systems infrastructure in order to support the CSU’s strategy.
17. Fully understand and comply with the Data & Systems Change Control process at all times.
18. Responsible for monitoring the forward schedule of change in order to keep up to date with planned infrastructure outages.
19. Ensure compliance with Health & Safety obligations within own spheres of responsibility.
20. To be aware of, and to adhere to, all CSU policies and procedures
21. Within own sphere of responsibility, ensure the Service Desk (first line support) achieve targets (e.g. Service Level Agreements) defined by the Principal Support Co-ordinator.
22. Under the guidance of the Principal Support Co-ordinator communicate outages and scheduled work that impact on Data & Systems Applications
23. Responsible for ensuring that they are equipped with the necessary skills and resources to meeting changing and increasing demands.
24. Responsible for the development and maintenance of their own Personal Development Plan
25. To ensure that the appraisal meetings be conducted at fixed, regular intervals in co-ordination with their line manager.
26. To remain calm and professional at all times whilst dealing with customers and Team members.
The post holder will be required to work shift patterns including evenings and weekends.
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