Pathology Service Desk Technician

Laboratory IT Service Desk Support

This role is based in Laboratory IT within the Department for Laboratory Medicine. The role is office-based, covering our busy service desk during core office hours. The successful candidate will have good communication and customer service skills.

Responsibilities

• Participate in the provision of an efficient, responsive, effective, and customer-focused service through the management of a Service Desk as the first point of contact and provision of first and second-line support for Pathology applications.
• Be the first point of contact within Labs IT for all queries, incidents, problems, and requests.
• Accurately log Labs IT-related calls for incidents, problems, and requests received by telephone, electronically, or in person using the Trust’s Service Desk system.
• Manage the user experience and their expectations by keeping them updated on the status of their reported incident.
• Liaise with third-party suppliers where incidents have been escalated to, obtain feedback on resolution progress in order to keep the user updated on progress.
• Take ownership of open calls logged on the Service Desk system, liaising with other departments to ensure efficient, effective, timely resolution of calls.
• Liaise closely with Users to manage user support incidents, problems, and service requests to a satisfactory conclusion, providing full information and advice and investigating complaints in line with departmental policy.