NHS Scotland

Service Desk Analyst

Inverness

Posted 1 day ago

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Service Desk Analyst

NHS Highland Has a Requirement For a Service Desk Analyst Within Its EHealth Department.

The Post Holder Will Be Expected To

Answer Service Desk calls and record them on the NHS Highland’s Service Desk application to ensure end users can resume business and clinical tasks after reporting faults to eHealth. The Service Desk receives calls via telephone, email, portal and web form.
Provide first line support call logging, diagnostic and remote resolution for calls placed on the Service Desk. This includes receiving, prioritising, documenting, and actively resolving eHealth requests. Where first line support is not possible the Service Desk Analyst will divert the call to the appropriate support organisation on the Service Desk application. This may be in-house or to an external supplier.
Perform daily tasks, backup and report checks to ensure eHealth systems are monitored to ensure uptime is maintained. Where necessary, carry out preventative measures and pass any problems that cannot be resolved to the appropriate support organisation.
Be a focal point for customers of eHealth services regarding problems and requests for new work. The services provided by the post holder have a direct and immediate impact on continuity of patient care.
Positively contribute to the development and evolution of the team by proactively looking for improvement opportunities and collaborating with other eHealth teams.

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The post holder must have excellent interpersonal and communication skills and must be able to demonstrate a positive and enthusiastic attitude to customer care along with a professional mindset.

Additional Information For Candidates

Flexible Working

Flexible working options may be available, depending on the role and service needs. If this is important to you, please discuss it at interview.

How To Apply

Apply online through Jobtrain

Please note that this vacancy may close before the advertised closing date if a high number of applications are received. Early application is therefore advised.

Please ensure the address on your application form reflects your current place of residence for your present workplace and can be verified through your identification documents.

Do not upload a CV – CVs are not used for shortlisting