Service Desk Engineer | Liverpool University Hospitals NHS Foundation Trust

We're looking for an enthusiastic engineer to join our busy IT Service Desk at Liverpool University Hospitals.

To provide 1st line support as part of the Service Desk function. This role is highly visible, and requires a combination of technical skills, customer care, and business awareness - the Service desk being the single point of contact for all customer communications. The post holder will be required to respond to service desk phone calls, monitor other routes to the service desk, record incidents following clearly defined procedures, and resolve the majority of incidents at first point of contact. The role encompasses reactive and pro-active elements of Incident management as defined in the Incident Management process.

Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.

The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.

The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.

It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.

To hear more about our achievements click here https://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf

Follow us on Social Media:

Facebook - Liverpool University Hospitals Careers

Instagram - @LUHFTcareers

Twitter - @LUHFTcareers

§ Handle Service Desk telephone calls, recording all new incidents using the minimum data set, and updating existing incident records with any new information received.2.

§ Monitor other communication routes to the Service Desk, eg mailbox, self-service tool, ensuring new incidents are recorded, and customer queries are dealt with promptly.

§ Categorise and prioritise incidents and service requests according to guidelines detailed in the Incident management process.

§ Provide 1st line support, resolving the majority of incidents at first point of contact, using remote support tools where applicable to achieve this.

§ Assign unresolved Incidents to the appropriate specialist resolver group.

§ Log incidents with third party vendors, and take ownership of third party incidents until resolution. Liaise with the 3rd party Service Desk's to raise incidents relating to National Applications: completion of Triage Forms; monitoring and tracking of all Incidents raised with the 3rd Party Service Desk until resolved.

§ Responsible for monitoring and tracking ALL Incidents and Service Requests, ensuring Incidents are resolved within Service Level Targets.

§ Communicate updates to Users where appropriate, informing of progress, providing an estimated resolution time if possible.

§ Escalate major incidents to Problem Management and contribute to major incident reviews where appropriate.

§ Identify multiple instances of incidents of a similar nature, and refer to the Problem management where appropriate.

§ Record appropriate resolution details in the service management software, selecting the relevant resolution categories - contributing to the Knowledge Base.

§ Perform a manual closure of 'resolved' incidents, ensuring the customer is satisfied with the resolution and the service provided before closing the record.

§ Conduct User Satisfaction surveys under the instruction of the Service Desk Manager

§ The post holder may be required to perform basic Active Directory administration duties, including password resets, account creation, adding new permissions, and updating contact details.

§ The post holder may be required to perform basic Email (inc. MS Exchange, NHS Mail) administration duties, including mailbox creation, updating email distribution groups, unlocking NHS Mail accounts, and password resets.

§ The post holder may be required to provide training to new starters or less experienced Service Desk staff.

§ The post holder may be given the opportunity to work as part of a 24hr Service desk which would involve evening and night work.

§ The post holder will be required to participate in an out of hours on-call rota due to the growing requirement to provide IT support outside 'normal business hours'.