The IM& T Service Desk acts as the first point of contact between IM& T technical teams and the Trust user base. The primary purpose of this post is to receive, record and triage reported incidents and requests via telephone, email or other means.
The Service Desk is also an interface for other IT activities such as Change, Problem, Service Level and IT Service Continuity Management.
Main duties of the job
The IM& T Support Analyst provides the initial assessment of all incidents or requests, making or coordinating the first attempts at resolution. Whilst being technically competent, the Support Analyst must equally have a strong customer service focus, with the ability to work professionally in a call centre environment, remaining calm and professional with difficult and/or technically inexperienced customers.
About us
London Ambulance Service NHS Trust is the biggest and busiest emergency ambulance service in the UK with over 5,500 staff who work across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations.
We serve more than 8 million people who live and work in the London area. Our main role is to respond to emergency 999 calls, getting medical help to patients who have serious or life-threatening injuries or illnesses as quickly as possible.
However, many of our patients have less serious illnesses or injuries, and do not need to be sent an ambulance. Often these patients will receive more appropriate care somewhere other than at hospital and so we provide a range of care to them, recognising that many have complex problems or long-term medical conditions. We also provide clinical assessments over the phone to more callers with less serious illnesses and injuries and provide access to other parts of the urgent care system through our Integrated Urgent Care call centres.
As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital.
Our vision is to build a world-class ambulance service for a world-class city: London's primary integrator of access to urgent and emergency care - on scene, on phone and online.
Job description
Job responsibilities
For further details of the job description and main responsibilities, please see attached job description.
Person Specification
Qualifications
Essential
Educated to degree level in IT related subject or equivalent experience. Professional IT qualifications i.e. Microsoft Certified Professional / MCSE or ability to obtain qualification. ITIL Foundation level qualified or ability to obtain qualification.
Knowledge
Essential
Demonstrable IT support experience in a user/customer support environment. Experience of handling and exchanging equipment and liaising with suppliers. Experience of troubleshooting hardware and software faults (PCs and peripherals).
Skills
Essential
Microsoft Office Suite - 2007-2013. Microsoft Operating systems including Windows XP/7/10. Excellent written and oral communication skills including the ability to record information accurately and efficiently direct from customers by telephone and from email. Cisco IP Phone account management.
Employer details
Employer name
London Ambulance Service NHS Trust
Address
HQ Waterloo
220 Waterloo Road
London
SE1 8SD
Any attachments will be accessible after you click to apply.
308-CORP-2983-A #J-18808-Ljbffr
The Service Desk is also an interface for other IT activities such as Change, Problem, Service Level and IT Service Continuity Management.
Main duties of the job
The IM& T Support Analyst provides the initial assessment of all incidents or requests, making or coordinating the first attempts at resolution. Whilst being technically competent, the Support Analyst must equally have a strong customer service focus, with the ability to work professionally in a call centre environment, remaining calm and professional with difficult and/or technically inexperienced customers.
About us
London Ambulance Service NHS Trust is the biggest and busiest emergency ambulance service in the UK with over 5,500 staff who work across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations.
We serve more than 8 million people who live and work in the London area. Our main role is to respond to emergency 999 calls, getting medical help to patients who have serious or life-threatening injuries or illnesses as quickly as possible.
However, many of our patients have less serious illnesses or injuries, and do not need to be sent an ambulance. Often these patients will receive more appropriate care somewhere other than at hospital and so we provide a range of care to them, recognising that many have complex problems or long-term medical conditions. We also provide clinical assessments over the phone to more callers with less serious illnesses and injuries and provide access to other parts of the urgent care system through our Integrated Urgent Care call centres.
As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital.
Our vision is to build a world-class ambulance service for a world-class city: London's primary integrator of access to urgent and emergency care - on scene, on phone and online.
Job description
Job responsibilities
For further details of the job description and main responsibilities, please see attached job description.
Person Specification
Qualifications
Essential
Educated to degree level in IT related subject or equivalent experience. Professional IT qualifications i.e. Microsoft Certified Professional / MCSE or ability to obtain qualification. ITIL Foundation level qualified or ability to obtain qualification.
Knowledge
Essential
Demonstrable IT support experience in a user/customer support environment. Experience of handling and exchanging equipment and liaising with suppliers. Experience of troubleshooting hardware and software faults (PCs and peripherals).
Skills
Essential
Microsoft Office Suite - 2007-2013. Microsoft Operating systems including Windows XP/7/10. Excellent written and oral communication skills including the ability to record information accurately and efficiently direct from customers by telephone and from email. Cisco IP Phone account management.
Employer details
Employer name
London Ambulance Service NHS Trust
Address
HQ Waterloo
220 Waterloo Road
London
SE1 8SD
Any attachments will be accessible after you click to apply.
308-CORP-2983-A #J-18808-Ljbffr
