It Service Desk Team Leader

Description:

With the direction of the IT Service Desk Team Leader and /or Senior Service Centre Analysts assist in maintaining customer satisfaction and experience via affective "routine" first line Incident management and Request Fulfillment, within agreed service level agreements and targets. The post holder will assist with second line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.

Main Duties, Tasks & Skills Required

Communication and Relationship Skills
 

• Provide a professional customer service by being empathetic and a great listener to customers who contact the IT Service Desk.
• Ability to communicate effectively to both technical and non-technical audiences.
• Attention to detail, with ability to absorb and translate complex technical and non-technical information.
• Has sufficient oral and written communication skills for effective engagement with immediate colleagues.
• Provide a reliable customer service to staff who use the service in the trust and provide a positive customer experience.
• First point of contact via the IT Service Desk or through IT Service Portal, provide assistance with a view to supporting an efficient and reliable IT Customer centric service to the Trust
• Under supervision and for development purposes provide routine first line and second line incident management and request fulfilment, via both the Service Desk telephone service and the online Self Service Portal
   

Analytical and Judgemental Skills
 

• Accurately Logging customer IT enquiries and keeping them informed on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.