Digital Customer ServiceinTrustwideinTrustwidePUBLISHED WED 26 MAR 2025
In this dynamic position, you’ll be the friendly voice on the other end of the line, assisting colleagues throughout the Trust with their IT queries and maintaining essential systems. Your excellent communication skills and organisational abilities will shine as you manage requests via our IT Self Service portal, ensuring rapid resolutions and smooth operations. You can take pride in being part of a team that not only supports healthcare but also fosters a family-like culture focused on professionalism and care. If you have a passion for helping others and a knack for problem-solving, we would love to hear from you!
The opportunity has arisen for Digital Customer Support representative to work within the IT Department, supporting users from across the Trust. Excellent customer service and inter-personal skills are required.
You will be part of the Digital Support Desk team, on the front line of the IT department answering phone calls from users and logged requests via our IT Self Service portal. Assisting in the provision, maintenance and development of a comprehensive IT service portfolio under the guidance of the Digital Support workstream in order to support departmental objectives. Alongside the other main responsibility of overseeing the procurement function of all things related to IT with the other Digital Customer Support post holders.
The post holder will be based at either our flagship corporate site Estuary Point, Speke, Liverpool or Broughton, Preston and will be responsible for supporting those delivering IT systems & services across the Trust as well as being the main point of contact for our users who have IT related incidents and queries. Managing your workload via our ITSM tool in line with KPI's and targets for individuals and contributing to the whole team performance.
Key areas of responsibility will include:To provide excellent standards of customer services at all times to users across North West Ambulance Service NHS Trust.To operate the Trusts Digital Support Desk, dealing with user reported requests and incidents and classifying them to the appropriate team as appropriate.Digital Support Desk is the first point of contact for over 9,000 customers that may experience problems or have queries relating to systems that support the delivery of patient care.To classify, investigate, diagnose and, where possible resolve, at the first point of contact, IT incidents reported to the Digital Support Desk.Oversee user management processes for starters/leavers/modifications and ensure accurate reporting is available.Oversee all aspects of ICT procurement & supplier management within the ICT Service Management Tool.You will be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.The successful candidates should have a good standard of education and sufficient relevant experience.
About us
Please ensure you have read the full Job Description and Person Specification before applying for this role.
Please wait...this will take a moment...
Stand by, we'll show you...