Service Desk Administrator Maternity Cover job in Rotherham at Servelec Group Plc

Service Desk Administrator - Maternity cover

Company: Servelec Group plc

Location: Sheffield UK

Date Posted:Nov 07, 2017

Servelec Healthcare specialises in the design, development, implementation and support of software within secondary care settings, and is a market leader in both the Mental Health and Community Health sectors in England. Its software suite covers Electronic Patient Records (“EPR”), Patient Administration Systems (“PAS”), Clinical Information Systems (“CIS”), and e-prescribing systems. Servelec Healthcare’s team of over 100 skilled software engineers, clinical specialists and service desk/management professionals is focused on providing information solutions and services to the NHS and private healthcare organisations and the business has over 20 years’ experience in developing clinically-driven, enterprise-wide solutions for everyday use. The Directors estimate that Servelec Healthcare’s solutions are used by over 150,000 clinicians who support services available to approximately 25 per cent of England’s population across, in aggregate, 59 Mental Health Trusts and Community Health Providers. In order to meet the increasing demands business growth brings we are re-locating our business to Sheffield city centre and are looking to recruit a Service Desk Administrator who will play a key role in contributing towards the delivery of service excellence to our customers. The Service Desk Administrator will act as an important central gateway to the support function of the business, but will also play a key role in maintaining and developing our reporting capability. The role will involve close working relationships with Senior Team Members. Main functions include: Service Desk Administration • Professional and efficient handling of incoming calls via phone, e-mail and web portal. • Performing First Line Triage of incoming Incidents and Service Requests, ensuring requests are fully disclosed with key information and sufficient detail. • Logging requests directly into our IT Service Desk Tool, ensuring quality and accuracy of information is maintained. • Ensuring our Incident Response and Call Answer Targets are maintained at all times. • Understanding our Service Levels, in particular priority/severity levels, ensuring all our requests are categorised correctly as part of initial triage. • Coordinating the workload of the engineer team, ensuring calls are distributed in accordance with availability, and existing workloads. • Working closely with Senior Team Members to identify and resolve issues at first point of contact. • Administer areas of the wider IT Service Desk Tool in line with business requirement. • Call Logging/Ownership with 3rd Party Suppliers, ensuring regular updates are obtained and key internal stakeholders are regularly informed of progress. • Circulating reports to key business stakeholders on a regular basis. • Contributing towards Continual Service Improvement by pro-actively identifying areas of the service that can be improved, and/or leading on the implementation of such improvements where required. • Project Work (as required) Servelec require a team player with a strong customer focus and confidence. Excellent communication, negotiation and written skills are required as are strong analytical and problem solving skills, and the ability to prioritise and organise their workload. The candidate should be able to work unsupervised, proactively and consistently and demonstrate the ability to find and deliver timely and effective support to our customers. Key Personal Competencies • Strong Administrative skills and attention to detail. • Strong Customer Service ability and focus • Excellent communication and negotiation skills • High degree of computer literacy. • Strong analytical/problem solving skills • Ability to prioritise workload and work unsupervised. Experience Essential (strong understanding/experience of) • Microsoft Office (Word, Excel, Access) • Providing fast paced and demanding administrative duties. Experience Desirable (understanding/experience of) • Working with clinical applications, or experience within the healthcare sector. • Working in a busy Service Desk Environment. • Logging/Maintaining Incident/Service Requests via an IT Service Management Tool. Qualifications Essential - 9 GCSE’s (A to C) including Maths & English Desirable – GNVQ’s (Merit/Distinction), and/or University Degree. Standard working hours are 9am – 5pm (37.5 hours per week) however applicants should be able to demonstrate willingness to work flexibly in line with business requirements. Equal Opportunities At Servelec, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Servelec is proud to be an equal opportunity employer regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex, and sexual orientation. View full job description
JobCentre Plus 3 months ago
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