Service Desk Analyst

The focus of this post is to act as a front-line analyst working on the CITS CFT Service desk. The Service desk provides a single point of contact for staff, covering operational IT incidents and requests relating to our clinical systems, underpinned by an accurate call logging function. Support is provided to clinical, managerial and support staff in the Trust.

The post-holder will provide front line telephone support to internal users of Cornwall Foundation Trust's clinical systems, resolving issues at the first point of contact where possible, and escalating to the appropriate support staff where necessary.

The post-holder will run through scripted checks to try and ascertain the nature of the problem and gather a minimum dataset during the call logging process in case the incident cannot be closed at the point of contact.

To ensure that customers are treated professionally and courteously and kept fully informed with updates and progress of their request.

To manage any issues reported to the Service desk through to resolution, ensuring that the customer is happy with the outcome. Delivering excellent customer service is at the heart of this role as solving their issues enables staff to focus on helping patients.

Maintain good working relationships with colleagues, managers,, and external customers all levels.

Excellent verbal communication skills with the ability to calm difficult situations. The post-holder must be able to explain sometimes complex

technical solutions to user problems over the telephone, using non-technical language and be able to communicate effectively with staff at all levels within customer organisations.

Ability to interpret and clarify user problems in simple terms.

Good written communication skills, required to deal with customers via the portal and email, ensuring expectations are managed and met. Also

required for the logging of issues on relevant systems and dealing with suppliers.

Excellent customer care and listening skills and experience of dealing with upset or irate customers.

Ability to record information carefully, methodically and accurately, particularly when updating directory services and to follow procedures with a high degree of care and accuracy.

Skilled in calming pressure situations, both with customers and as a team member in times of major system failures.

Maintaining a professional, high standard of service at all times, whilst improving Service Desk knowledge to achieve higher rates of firstline resolutions, within speed and permissions parameters.

Ensure escalation procedures are followed as soon as timescales beyond SLA are identified, communicating regular progress updates to the Service Desk Lead.

The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. We serve a population of around 500,000 people - a figure that can increase significantly with

visitors during the busiest times of the year. We employ approximately 6,700 staff and have a budget of approximately £580 million.

We are a teaching hospital in partnership with the University of Exeter Medical School, University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School.

The Knowledge Spa on the Royal Cornwall Hospital site is the base for medical and nursing as well as ongoing education for health professions in clinical and non-clinical roles.

Keeping at the forefront of medical advances, we are continually developing our clinical services as well as our facilities and are committed to maximising the range of specialist care that can be offered locally. Allied to this is a growing reputation for research and innovation.

Royal Cornwall Hospitals NHS Trust is a research active organisation.

It's established South West Clinical School in Cornwall exists to promote clinical academic career opportunities for nurses, midwives and allied health professionals interested in research and evidence-based activities. Read their research paper to find out more.

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