Service Desk Analyst
Moorfields - A global leader in Ophthalmology
We are Moorfields Eye Hospital NHS Foundation Trust. Founded in 1804, Moorfields Eye Hospital is a world-class centre of excellence for eye health services, ophthalmic research, and education.
With more than 2,300 staff we are proud to be supported by one of the most diverse workforces in the NHS. Every year we treat more than 700,000 patients at City Road in central London and at our 22 satellites sites, and, in partnership with the UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre we lead one of the most impactful ophthalmic research programmes in the world.
We train many of the leading eye care clinicians in the UK and internationally and have a global reputation for quality and professionalism in ophthalmic care. In addition, we also operate commercial divisions that provide care to private patients in both London and the Middle East.
This is an exciting time to join Moorfields. The pandemic fast-tracked a huge amount of innovation which is changing the way we work and deliver care. Construction is under way on Oriel, our new eye care, research, and education centre being built in Camden.The new centre will be flexible and modern, enabling us to bring together healthcare, eye research and education under one roof for the first time.
If you want to be part delivering world class eye health services and you share our values: excellence, equity, and kindness, then we would love to hear from you!
Job overview
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around – empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of the service.
Please Note: If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application, if you are interested in the role.
Main duties of the job
Customer service management- Resolve user requests to a minimum of the agreed service level agreement
- Empathise with the end user Use customer-focused metrics to achieve a satisfying outcome
- Ownership and initiative
- Own an issue until a new owner has been found or the problem has been mitigated or resolved Service focus
- Show an awareness of different products and services
- Track log and correct information to protect assets and components continual service improvement.
- Show an awareness of developing process efficiency and common ways in which processes are optimised.
- Support specific activities to improve development processes.
- Spot or identify obvious deficiencies.
The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.
Working for our organisation
At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer:
- Salary including High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discounts
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skills
- Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Detailed job description and main responsibilities
This role is part of the IT Operations, who are responsible for:- Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
- As IT subject matter experts, contributing to the design and development of new products and services
- Improving user experience in our systems and processes
- Proactively maintaining our IT service portfolio and reducing technical debt
- Show an awareness of the relevant subject matter and a high-level understanding of what it involves
- User focus
- Show an awareness or understanding of user experience analysis and its principles
- Explain the purpose of user stories and the focus on user needs
- Participate in the on-call service
- Occasional work may be required outside of core business hours to support major projects/programs
- All other reasonable requests
Person specification
Experience / knowledge
Essential criteria- Demonstrable experience in similar role
- Experience in IT across range of areas
- Hardware suport experience
- Desktop support Experience
- Printer troubleshooting experience
- Active Directory
- Up to date IT knowledge
- Good knowledge of MS products
- Excellent Keyboard Skills
- ITIL Foundation
- MS Exchange
- MCSA
- Experience in healthcare
Experience and Education
Essential criteria- Previous Service Desk Experience
- ITIL qualification
Skills and Knowledge
Essential criteria- Team working and working under pressure
- Contributing to Training needs
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying.
Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide the quality, the dignity and respect and to deliver above and beyond.
Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly.Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application.
If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at [email protected].
https://www.moorfields.nhs.uk/work-for-us