Service Desk Operator

As a Service Desk Operator , you will:
+ Provide quality telephone support to our end users.
+ Log and manage support calls for assistance to a conclusion.
+ Use remote diagnostic tools to carry out remote assistance to resolve calls at first contact. Escalate to Service Desk Analysts, second and third level support teams any calls that require further diagnostics.
+ Manage the call flows to comply with Service Level Agreements, ensuring timely interventions by the on-site technical team and third party contractors if required.
+ Communicate with users at all levels within the organisation, ensuring they are fully aware of progress at all times.
+ Use experience and creative thinking to work with the Service Desk Manager to modify processes and procedures so they better meet users' needs.
+ Assist and advise Service Desk Analysts and Administrators with their daily tasks., Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A, Please note that where response levels are exceptional we may close the post before the specified date, therefore early application is recommended.
Please make sure that you read the Job Description and Person Specification attached and that your statement in support reflects this as your application will be judged against these criteria.
Secondment - if you are interested in undertaking a role on a secondment basis, please ensure that you have discussed this with your current line manager prior to submitting your application. Please note if you are already an employee of ESNEFT fixed term roles will only be offered on a secondment basis.
When providing reference details please provide email addresses so references can be sought promptly to cover the last 3 years of employment.
Successful candidates may be charged for their DBS check. Please ensure you read the information found in the attached DBS Information document
The Trust is committed to its staff and their development and to equal opportunities and diversity. Applications are welcomed from all sections of the community.
Whilst we welcome applications from all and your application will be considered on individual merit, if you are offered a position and require a Skilled Worker Certificate of Sponsorship we may not be able to process your application to the final stage due Home Office eligibility.
In submitting an application form, you authorise East Suffolk and North Essex NHS Foundation Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process should you be appointed to the post.
We would like to take this opportunity to thank you for your interest in East Suffolk and North Essex NHS Foundation Trust; we look forward to receiving your application for employment.

This is the ideal for someone who wishes to contribute to the on-going success of the service. You will need an excellent telephone manner & communication skills, with an exemplary dedication to customer service. Service Desk experience of supporting I.T. systems would be preferable., We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.

We are one of the largest NHS organisation in England. Our scale provides exciting opportunities for development, innovation, research, education and training.
Talk to us about our range of flexible working opportunities, apprenticeships and staff benefits
Equality Diversity and Inclusion (EDI) is at the heart of all we do; and it forms part of the ESNEFT's core activities. The Trust operates and relies on everyone treating each other with dignity and respect, to receive equitable and fair treatment in the implementation of Policies, Procedures and in its Practices, to foster positive work relationships, and finally to act with integrity as a professional within ESNEFT as well as a representative of the NHS as a whole. The EDI Agenda reflects the Trust values such as Optimistic, Appreciative and Kind. In line with the NHS Long Term Plan, People Plan, People Promise and a Model Employer intrinsic in the Equality Diversity and Inclusion Agenda, we consistently strive to improve, to take the learning into Action for a better ESNEFT., We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.
We are one of the largest NHS organisations in England, employing more than 12,000 staff.

Our current service operates Monday-Friday 0800-1700, but we would be very happy to receive applications based on the majority of hours completed after 1700 Monday-Friday or over weekends. We want to expand the time our services are running & are willing to be very flexible with agreeing a working hours pattern. Applications to work within the standard 0800-1700 are still very welcome.
If you have the vision & commitment to take forward this role & share our commitment to put patients at the heart of everything we do & save both staff and patient time then we would love to hear from you.
Please note, this is a Hybrid role requiring 2/3 days per week onsite at either our Colchester or Ipswich Hospital bases. Training will be provided which is performed fully onsite and is expected to last approximately 6 weeks. Interviews will be held in person at one of our sites.
Internal applicants currently employed by ESNEFT will be offered on a secondment basis only