Service Desk Officer

• Work using Service Desk software to take and respond to calls
• Update Service Desk calls with updates and resolutions
• Be able to prioritise calls raised by users in person or through the Service Desk web portal
• Have excellent customer service skills, with the ability to communicate clearly, handle enquiries professionally, and provide a positive experience for all service users
• Work alongside other Digital Services support staff to escalate issues
• Have experience in an IT setting, preferably in a healthcare setting
• Have experience providing support for Microsoft Windows and Office 365 applications
• To try and resolve requests/issues at the 1st line where possible, or provide 2nd line with all required information to avoid unnecessary delays to the resolution of calls

Essential

• Educated to A-level, diploma or equivalent experience.
• ITIL Foundation Certificate or demonstrable equivalent experience
• Good understanding of IT infrastructure at a technical level.
• Knowledge and understanding of NHS working environment
• Commitment to continuing professional development.

Desirable

• Knowledge of NHS Wales organisations & ITIL strategy
• Knowledge of relevant NHS standards and legal requirements relating to information governance and security

Essential

• Experience in providing first line IT Support in a 'service desk' environment.
• Experience in providing service desk support of a large and varied user base in IT systems.
• Experience of an ITIL service environment
• Experience of working to Service Level Agreement (SLA) targets and co-ordinating workload to meet them
• Understanding and experience of providing an effective customer service.

Essential

• Ability to establish good working relationships with people at all levels
• Ability to work on own initiative whilst being an effective member of a multi-disciplinary team
• Proactive & flexible approach to working