Service Desk Analyst

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Job Description NHS Highland has a requirement for a Service Desk Analyst within its eHealth Department. The post holder will be expected to: Answer Service Desk calls and record them on NHS Highland's Service Desk application to ensure end users can resume business and clinical tasks after reporting faults with eHealth. The Service Desk receives calls via telephone, email, portal and web form. Provide a first line support call logging, diagnostic and remote first level support resolution to service for calls placed on the Service Desk. This includes receiving, prioritising, documenting and actively resolving eHealth requests. Where first line support is not possible the Service Desk Analyst will divert the call to the appropriate support organisation on the Service Desk application. This may be in-house or to an external supplier. Perform daily tasks, backup and report checks to ensure eHealth systems are monitored to ensure uptime is maintained. Where necessary, carry out preventative measures and pass any problems that cannot be resolved to the appropriate support organisation. Be a focal point for customers of eHealth services with regard to problems and requests for new work. The services provided by the post holder have a direct and immediate impact on continuity of patient care. The post holder must have excellent interpersonal and communication skills and must be able to demonstrate a positive and enthusiastic attitude to customer care. Informal enquiries to Michelle McKenzie; tel, email: . Closing date for completed Applications: 4th November 2020

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