Job Description

We've got a great opportunity for a full- time temp role within the NHS, to join a fast-paced office in Ashford.
Overview:
- Full time 37 hrs per week
- Monday - Friday
- Temporary ongoing role - Until End Of March
- Pay - £11.20ph
- Location - Ashford
- Start date ASAP
-NHS background is desirable

The post holder will undertake the following duties and responsibilities
o Business Focus
o To support/assist the management and leadership team to deliver the aims and objectives of the service.
o To work within service levels and KPIs and ensure that reporting procedures are adhered to.
o Adhere to quality standards and monitoring systems for the provision of services in the department.
o Customer Focus
o To provide a comprehensive first line support service meeting agreed deadlines and service level agreements.
o To positively contribute to stakeholder and client relationships to deliver the aims of the service.
o To oversee the work of suppliers and contractors to ensure they deliver effective services.
o Delivery Focus
o To provide a first line response service to customers experiencing incidents or difficulties with their IT facilities, resolving these directly where possible.
o To provide assessment, categorisation and prioritisation for reported incidents and Service Requests and provide initial support, targeting first contact resolution.
o Where resolution is not possible, ensure Incidents and Service Requests are properly escalated and assigned to the correct support groups.
o To compile data through incident entry that will be used for management information, library reference and reporting, updating incident / problem calls accordingly. 2 2OFFICIAL
o Maintain close liaison with the customer to fully understand their incident, and keep them informed of the resolution process
o To ensure that reporting and quality procedures are adhered to.
o To escalate and liaise with 3rd party support serves as applicable.
o To report to the senior management any issue which could significantly impact the organisation or one of its customers.
o To ensure a high standard of Customer Resolution Centre service in accordance with ITIL best practice.
o To identify where calls routinely arise from a lack of system knowledge in the user community and feedback the requirement for appropriate training.
o To maintain audit information of the installed asset base within the Customer Resolution Centre system by utilising the capabilities of the remote monitoring software.
o Leadership and Management
o To provide mentoring and knowledge sharing for less expert staff.
o Developing a high performing commercial organisation

o To carry out all duties to the highest personal quality, and seek ways for continual improvement personally and on behalf of the team.
o "All staff are encouraged to help the organisation become more efficient and reliable through continued improvement of SOPs through the agreed corporate processes. Ideas for improvement and development of SOPs