Description
MAIN RESPONSIBILITIES OF THE POST
Receive Service Desk calls from ITC customers
- Calls to be answered within defined timeframe
- Calls to be answered in a confident manner
- Length of each call to be kept within agreed Service Level Agreements
- Time between calls to be kept within agreed acceptable timescales
- Solve an agreed percentage of calls at first point of contact.
Service Desk Support
- Capture and enter customer call notes clearly, accurately and correctly.
- Assign the correct fault priority level to logged calls in accordance with Service Level Agreements.
- Assign calls accurately and appropriately to individual and/or specialist teams
- Manage customer expectations regarding fault resolution times
- Monitor, track and reassign calls logged/returned to specialist teams and/or 3rd party providers.
- Resolve call logs with accurate information, within timescales defined by Service Level Agreements.
- Work in a pressurised high demand customer service role with constantly fluctuating priorities and demands.
- Identify multiple instances of incidents of a similar nature, and escalate to line management where appropriate.
- Ability to follower scripts while logging calls to ensure consistency (something like that)
Request Fulfilment
- Respond to customer requests for service requests in accordance with team procedures and Trust policies.
- Manage the IT Service Desk mailbox ensuring that all emails are actioned within agreed acceptable timeframe.
- Manage the process of request fulfilment when works are required from 3rd parties keeping the users informed throughout.
- Modify and contribute to developing standard operating procedures which aid in the fulfilment of service requests.
- Participate in desktop imaging using tools provided, keeping all images up-to-date with relevant patches or new software as required.
- Ensure all IT equipment conforms to the required safety standards
Allocation and Escalation of Work
- Prioritise own workload within second line support team to meet SLA requirements and associated call times.
- Using own judgement to reallocate work to field engineer team and/or Senior IT support team only when deemed necessary.
- Provide customers with accurate and frequent updates when SLAs are breached and expectations are not being met, escalating to management when deemed appropriate. JE July August 2015
Support
- Support the IT infrastructure of Coventry and Warwickshire Partnership Trust and other partner organisations in line with Service Level Agreements.
- Ensure that an efficient and effective support service is provided, including hardware, system installation and user support.
- Ensure all IT equipment conforms to required safety standards, escalating to management when patient/user safety is at risk.
- Ensure continuous availability of services across all sites through proactive operational support, providing a conduit for effective business continuity planning
- Maintain and update the Configuration Management Database (CMDB) with any additions/changes to Configuration Items (CIs) ensuring the CMDB is as accurate a record of our assets as possible.
- Support and provide back up to the IT procurement process, eg obtaining quotes, chasing suppliers and providing advice on purchases
- To be flexible in working across all disciplines being able to support the service in every area at short notice to support customer demand
Field Support
- Work on a rota system between Service Desk and fielding engineering.
- Deliver, install and support equipment throughout Coventry and surrounding areas in line with customer expectations and Service Level Agreements
- To participate in the ITC on-call rota providing 24x7x365 support as required
- Plan and manage routine repairs and upgrades, responding to unexpected faults and failures
- Managing the disposal of both data media to appropriate data security standards and IT equipment to appropriate environmental standards
- Take delivery of new kit
Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
By applying for this role your details will be submitted to Modis International Ltd and/or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.