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Job overview

Are you looking for a career in IT but need a little help getting started?

Digital Services Operations are pleased to be able to offer an exciting opportunity. We are seeking a Service Desk Analyst to work within our Service Desk Team supporting various digital systems across the organisation.

This entry-level role is aimed at discovering talented applicants new to the IT industry and is best suited to enthusiastic customer service orientated individuals with a basic knowledge of IT who want to develop their skills in a fast-paced, dynamic support environment.

As part of the Service Desk Team you would be front line telephone support to internal users of our Trust’s digital systems, resolving issues at the first point of contact where possible, and escalating to the appropriate support staff where necessary.

You will be gaining IT knowledge and exposure to a wide variety of IT Systems and technologies. Full on the job training will be provided.

Interview date: 9th June 2023

Main duties of the job

The focus of this post is to act as a front-line analyst working on the CFT Digital Services 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 our 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 enable staff to focus on helping patients.

Working for our organisation

We’re an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people’s physical and mental health. We also provide specialist support to people with dementia or a learning disability.

We are a people organisation and people matter to us. As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.

Over 4,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.

We work in people's homes, in community clinics and bases. Some staff work from one of our 13 community hospitals. Our aspiration is to have great people, provide great care, be a great place to work and a great partner.

Just over 568,000 people live here. A third of people who live in Cornwall are supported by acute hospital services in Devon. As a result, we also work closely with our partners in Devon. In the summer, and during other holidays lots of people choose to visit the area. This increases the numbers of people who use our services.

Detailed job description and main responsibilities

To view a detailed job description and person specification including the main responsibilities of this role please see ‘supporting documents’.