Job summaryAs one of our Service Desk Assistants, you will provide 1st line technical IT support & telephone cover to all NHS Resolution employees and external stakeholders. The post holder will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, explaining information in a clear and logical way.Provide/maintain an exceptional level of customer service with internal and external stakeholders.To help callers with a support issue in a calm, polite, courteous and professional manner.Avoid the use of technical jargon to support stakeholders.To obtain all the necessary facts from a caller to either resolve an IT problem by telephone, or to provide all the relevant details to the Service Desk Team.To communicate with the Service Desk Team in various areas (e.g. support call updates, support call allocation, departmental calendar updates).To provide outstanding customer service as part of the Service desk team and in accordance with departmental KPIs.Providing day-to-day Service Desk/IT Technical support to NHS Resolution staff along with external stakeholders.Support carrying out the testing of systems/applications that are being developed. This includes the creation of appropriate test scripts.Please see the attached Job description and Person specification for more information.Main duties of the jobProvide/maintain an exceptional level of customer service with internal and external stakeholders.To help callers with a support issue in a calm, polite, courteous and professional manner.Avoid the use of technical jargon to support stakeholders.To obtain all the necessary facts from a caller to either resolve an IT problem by telephone, or to provide all the relevant details to the Service Desk Team.To communicate with the Service Desk Team in various areas (e.g. support call updates, support call allocation, departmental calendar updates).To provide outstanding customer service as part of the Service desk team and in accordance with departmental KPIs.Providing day-to-day Service Desk/IT Technical support to NHS Resolution staff along with external stakeholders.Support carrying out the testing of systems/applications that are being developed. This includes the creation of appropriate test scripts.Please see the attached Job description and Person specification for more information.About usNHS Resolutions purpose is to provide expertise to the NHS, ensuring fair resolution of concerns, sharing learning for improvement, and preserving resources for patient care. Our core services include:Claims Management: Expert handling of clinical and non-clinical claims related to patient care and safety.Practitioner Performance Advice: Providing advice and interventions for concerns about healthcare workforce performance.Primary Care Appeals: Impartial resolution service for disputes related to primary care contracting.Safety and Learning: Sharing learning to improve patient care and safety within the NHS.We are a unique organisation that provides expertise to the NHS on resolving concerns and disputes fairlyWe share learning for improvement and preserving resources for patient careNHS Resolution is made up of staff from all walks of life which enriches the work we do. Our values embody our organisational PEER values of being professional, expert, ethical and respectful.To aid our values we have well established networks for staff on diversity, disability, LGBTQ+ and sustainability. We also hold a level 3 award in the Disability Confidence Scheme and a Gold accreditation in Investors in People. Find out what our staff say about working at NHS Resolution visit our LinkedIn pageJob descriptionJob responsibilitiesPlease ensure that you read the job description carefully and that you address each of the requirements of the post in the person specification in your supporting statement sections as your application will be assessed against these criteria. Your online application should relate to the specific position you are applying for and you are expected to highlight examples and achievements that demonstrate the competencies outlined in the job description and from the vacancy notice in your application form. Try to keep it structured and to the point.Please note that we do not accept CVs, therefore your application must be via the NHS Jobs online application form. We have been granted permission to use the Employment Service's "Positive about Disabled People" symbol. Any applicant with a disability who meets the minimum specification for the post as set out in the person specification is guaranteed an interview.Please note: If you require a Visa to work in the UK, NHS Resolution is currently unable to support any sponsorship requests.Person SpecificationSkills and AbilitiesEssential1. Ability to communicate effectively with staff at all levels of the organisation2. Ability to work autonomously, to plan, organise and prioritise own workload3. Sound analytical reasoning, effective decision making skills and an ability to identify and manage risks4. Excellent team working skills5. Ability to work in a busy pressurised environment; frequently changing priorities to meet conflicting work demandsKnowledge & UnderstandingEssential1. Detailed knowledge of Microsoft Office suite inc O3652. Detailed knowledge of Microsoft operating system3. Detailed knowledge of end-user hardware & software4. Detailed knowledge of Local & Wide Area network principles.Supporting StatementEssentialIn this section you need to demonstrate that you have read the published person specification and how you meet the essential and (where relevant) desirable criteria for this particular postPlease include your reasons for applying and take the opportunity to highlight your particular talents and strengths, (what you feel you can personally offer - what is unique to you - what sets you apart from your peers).Please DO NOT include personal details or duplicate information already provided elsewhere in your application.Supporting statement (continued)EssentialPlease continue your supporting statement in this section here.QualificationsEssential1. Administrative knowledge of Microsoft Active Directory2. Microsoft Certified Engineer or equivalentDesirable1. ITIL Certified or equivalent.2. End user cloud computing experience (O365)3. Understanding of ISO 27001ExperienceEssential1. Experience of working in a IT 1st line support environment2. Experience of carrying out administrative dutiesEmployer detailsEmployer nameNHS ResolutionAddress8th Floor, 10 South ColonnadeCanary WharfLondonE14 4PUEmployer's websitehttps://resolution.nhs.uk/careers/ (Opens in a new tab)