Senior Service Desk Analyst @ Moorfields Eye Hospital NHS Foundation Trust

Job summary

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.

This role is part of the IT Operations, who are responsible for:

• Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
• As IT subject matter experts, contributing to the design and development of new products and services
• Improving user experience in our systems and processes
• Proactively maintaining our IT service portfolio and reducing technical debt

There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users.

If you are interested please apply ASAP as we reserve the right to close this advert early if we receive a high volume of applications.

Main duties of the job

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will

• Own and update the script for service desk analysts
• Coach and develop one or more service desk analysts, and manage availability
• You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.
• With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.

The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.

About us

At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer:

o Salary including High-Cost Area Supplemento Opportunity to join the NHS Pension Schemeo Free 24/7 independent counselling serviceo Learning and development opportunitieso Easy and quick transport linkso A range of attractive benefits and discountso Access to Blue Light Card and other NHS Discount Schemeso Free Pilates classeso Full support and training to develop your skillso Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Job description

Job responsibilities

Skills needed for this role

Customer service management

• Maintain a high level of customer service and have the confidence to deal with complex complaints, or difficult cases covering case management, incident management, IT asset management, and service request fulfilment
• Use empathy to satisfy customer demands
• Use customer-focused metrics to achieve a satisfying outcome

Financial management

• Personal duty of care in relation to IT equipment, resources and authoriser for small payments

Ownership and initiative

• Own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

• Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
• Contribute to the implementation of remedies and preventative measures

Service focus

• Take inputs and establish coherent frameworks that work

Service reporting

• Ensure the service management platform is up-to-date at all times with Customer Service activities
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set

Technical understanding

• Show an awareness of the relevant subject matter and a high-level understanding of what it involves
• Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members

User focus

• Identify and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes

Asset and configuration management

• Track, log and correct information to protect assets and components

Continual service improvement

• Implement policies and proposes process optimisation, and contributes to the implementation of proposed solutions

Other Duties

• Participate in the on-call service
• Deputise for the Service Desk Manager
• Occasional work may be required outside of core business hours to support major projects / programmes

Person Specification

Education / Qualifications

Essential

• Degree, or equivalent level of experience
• Service management qualification or equivalent experience (example: ITIL)

Desirable

• Relevant management / leadership qualification or equivalent experience
• Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)

Experience

Essential

• Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
• Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
• Experience of solving complex problems for users through the use of technology
• Experience of managing IT assets (hardware, software, etc)

Desirable

• Experience of supporting the transition of products from Delivery into Live Service
• Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members
• Understanding of managing financial budgets for your team (pay, on-call, consumables)
• Experience of management products / services in healthcare (NHS)

Skills and Knowledge

Essential

• Deal with complex IT and customer service issues, and complaints
• Contribute and support the delivery of service improvement and re-design initiatives
• Contribute to the training needs analysis and professional development of the team
• Knowledge of and use of IT Service Management, Quality Assurance Testing, and Delivery Management systems / tools
• Systematic and methodical approach to problem solving

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

City Road, Kemp House

152–160 City Road

London

EC1V 2PD

United Kingdom

Employer's website

https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)