Job overview

To be the first point for contact for Trust ICT users and use the Trusts electronic incident management system to process all support calls. To use knowledge of the Trusts ICT systems to achieve a first time fix wherever possible, or otherwise assign calls to relevant Digital support staff or external support companies for resolution.

To monitor calls, provide customers with regular updates and escalate calls that are of a serious nature or about to breach agreed SLA targets.

Main duties of the job

• Manning of the Digital Service Desk, answering and logging all calls and emails, providing first line support to callers where appropriate, and forwarding calls on to relevant staff or other support organisations for resolution.
• Take ownership of incidents from initial logging until final resolution and ensure all service requests are monitored, logged and updated, and that progress is chased to ensure all work is completed within agreed service parameters.
• Initially investigate incidents with a view to achieving a 'first time fix' either using remote connection tools or visiting the end user where appropriate. Where this is not possible assign the call to the relevant Digital Technician or log the incident with the appropriate external support organisation
• Monitor incidents and update end users and support technicians of any change in the status of the incident.
• Escalate calls of a serious nature to the Digital Infrastructure Manager and communicating service impact issues to the Digital Service Delivery Manager.
• Assist the Digital service delivery manager in producing and updating service desk procedures.
• The service desk analysts will support all registration authority transactional activity including unlocking registration authority smartcards, print new cards and renew certificates as and when required.
• To keep up with all mandatory training requirements.

Working for our organisation

There’s never been a more exciting time to join TeamQEH.  We’re working on a once in a generation opportunity to build a new state-of-the-art hospital to open and we are also carrying out on one of the biggest pieces of digital transformation work we’ve ever undertaken.
 
Our new electronic patient record (EPR) will replace paper-based patient records from 2026 and will lead to better, safer, joined-up care at The Queen Elizabeth Hospital and beyond.
 
At The QEH we provide a comprehensive range of specialist, acute, obstetrics and community-based services to around 331,000 people across west and north Norfolk, North Cambs and South Lincs.
 
We are an ambitious organisation that upholds our values of kindness, wellness and fairness. We strive for continuous quality improvement, recently demonstrated in our 2024 CQC maternity inspection rating our services as ‘Good’, and we are proud to be a place to learn and grow through recognised learning and apprenticeships.
 
We recognise and reward our 4,000 staff and volunteers, priding ourselves on a community atmosphere and positive team spirit.  We have approx. 530 beds across 33 wards and have newly built education and training facilities, a range of modern award-winning centres alongside a talented team of people ready to give you a warm welcome.  We love working here and think you will too.