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Job overview

Founded in October 2006, NHS Informatics Merseyside is an established NHS healthcare technology organisation based in Merseyside, North West England. 

We are proud to be one of only two health care organisations globally to achieve 4 star certification from the Service Desk Institute. (SDI) SDI’s Service Desk Certification programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality.  

Job Purpose:

To provide 1st line support as part of the Service Desk function.

This role is highly visible, and requires a combination of technical skills, customer care, and business awareness - the Service desk being the single point of contact for all customer communications. The post holder will be required to monitor routes to the service desk such as job coming in from our self-service portal and emails and record incidents following clearly defined procedures and resolve a portion of these incidents at first point of contact  

The post holder will be required to respond to service desk phone calls, Live Chats and Self-Service portal jobs, record incidents following clearly defined procedures, and resolve the majority of incidents and requests at first point of contact.  

Please do not apply if you do not meet the essential requirements detailed in the Person specification.

Shortlisting date is planned for 16 and 17 July 2024

Interview date is planned for 24 and 25 July 2024

Main duties of the job

Monitor the Service Desk, e.g. mailbox and self-service portal tool, ensuring new incidents are recorded, and customer queries are dealt with promptly.

Categorise and prioritise incidents and service requests according to guidelines detailed in the Incident management process.

Provide 1st line support during extremely busy periods EG Major Incidents, ensuring that all information is gathered within our call logging tool to ensure that incident or service requests can be resolved by appropriate specialist resolver groups.

Assign unresolved Incidents to the appropriate specialist resolver group.

Log incidents with third party vendors, and take ownership of third party incidents until resolution.

Responsible for monitoring and tracking ALL Incidents and Service Requests that come in via the self-service portal. Ensuring Incidents are resolved within Service level target

Working for our organisation

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.

We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.

At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.

Flexible working requests will be considered for all roles.