ICT Service Desk Operative

• To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents.
• To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded.
• To triage, categorise and prioritise all incidents presented via the employee self-service portal
• To analyse, prioritise and assign incidents to resolver groups, management and third parties, in accordance with defined ICT service desk procedures and policies.
• The ability to deal with initial complaints sensitively, avoiding escalation wherever possible
• To employ excellent communication skills particularly when communicating complex ICT related information within own peer groups as well as to non-technical staff & customers.
• To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.

• Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary.
• Be able to communicate at all levels of the organisation including where there may be communication difficulties, either on the telephone or face to face, and be able to calm difficult situations.
• Reporting to ICT Service Desk Team Leader

Innovate Healthcare Services encourages all staff to broaden their experience and competences. This job description contains the key duties in your role; however it is not exhaustive, and you will be required to carry out other on-going or ad-hoq duties as required by the service or the company and encouraged to work with a “portfolio” based approach that develops your skills and support your career aspirations.