Service Desk Analyst
- NHS
- Part Time
- Birmingham
- 27275.00 - 36176.00 a year
Job Description
Job summary
We are a discrete service working within UKHSA that focuses on developing and supporting systems that provide the NHS frontline with the functionality needed for both vaccine and pandemic response stock ordering. Additionally, we provide uptake monitoring and evaluation of the national immunisation programmes.
Our small team are passionate about what we do. We have ambitions to grow, evolve and improve the services and IT products we provide to our important client base.
The post holder will provide support and guidance to customers needing assistance. The primary goal of the role is to address inquiries by phone or email, troubleshoot problems, and ensure a positive user experience in relation to the ImmForm website.
Main duties of the job
Working as part of a small team in this fast-paced environment, you will carry out the following duties:
- First point of contact for all calls to the helpdesk, responding to all calls in a timely manner.
- Triaging, logging and escalating calls and enquiries as appropriate and providing robust management of calls and queries, ensuring effective and accurate recording onto logs for the generation of reports.
- Personally, dealing with and answering all non-clinical calls, providing accurate advice, and following up as required, escalating any calls requiring a clinical /specialist response to the appropriate program team.
- Identifying actual or potential incidents and ensuring effective systematic communication to relevant colleagues.
- Assisting the helpdesk manager in analysing data and generating reports.
- Developing strategies to maximise data quality and prevent data entry errors.
- Any other tasks as required commensurate with the role.
You will also be required to carry out any other duties as may reasonably be required by your line manager. Please see the job description for the full list of duties and responsibilities.
About us
We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Please visit our careers site for more information https://gov.uk/ukhsa/careers
Job responsibilities
The post holder will work on the ImmForm Platform which is the primary way in which health professionals contact UK Health Security Agency regarding supply of vaccines/medicines and vaccine uptake coverage collections. They will be the first point of contact for all incoming queries via telephone or email, ensuring efficient and effective support for both technical and non-clinical inquiries. This role involves triaging, logging, and escalating calls as needed while ensuring accurate reporting and effective communication with the relevant teams.
Please note that 80% of the primary focus of this role is addressing customer inquiries, complaints, and providing general support related to vaccines/medicines and account setups. With only 20% technical support and resolving IT-related issues.
Essential criteria
- Experienced at working under pressure handling multiple tasks and prioritising own workload.
- Experience working as part of a team in a customer-oriented environment, dealing with a wide range of customers.
- Attention to detail, ensuring accuracy including data entry and quality assurance checks.
- Good understanding of computer record functions and processes.Problem-solving skills and the ability to think quickly and creatively when faced with a novel or unexpected issue.
- Clear and concise communicator, both orally and in writing, considering the best communication channel to use for the audience.
- IT skills - Microsoft Office experience, including Word, Outlook, Excel.
Desirable criteria
- Experience working closely with IT teams.
- Experience using and promoting Quality Assurance processes to improve business outcomes.
- Evidence of strong communication skillset with multiple stakeholders.
- Strives for excellence, is innovative and creative.
- Demonstrates use of sound judgement, evidence, and knowledge to arrive at accurate and clear and advice.
- Evidence of taking ownership of problems and proactively involving relevant stakeholders to reach a solution.
Selection Process Details
This vacancy is using Success Profiles and will assess your Behaviours and technical experience.
Stage 1: Application & Sift
You will be required to complete an application form. You will be assessed on the listed 7 essential criteria, and this will be in the form of a:
- Application form (Employer/ Activity history section on the application)
- 500 word Statement of Suitability.
This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.
The application form and Statement of Suitability will be marked separately, and you must pass both to move forward to interview.
Longlisting : In the event of a large number of applications we will longlist into 3 piles of:
- Meets all essential criteria
- Meets some essential criteria
- Meets no essential criteria
Please note only those applications meeting all the essential criteria will be taken through to shortlisting.
Shortlisting: In the event of a large number of applications we will shortlist on:
- Experience working as part of a team in a customer-oriented environment, dealing with a wide range of customers
Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates
If you are successful at this stage, you will progress to interview and assessment.
Please do not exceed 500 words. We will not consider any words over and above this number.
Please note you will not be able to upload your CV. You must complete the application form in as much detail as possible. Please do not email us your CV.
Feedback will not be provided at this stage.
Stage 2: Interview
You will be invited to a remote interview.
Behaviours and technical experience will be tested at interview.
The Behaviours tested during the interview stage will be
- Making Effective Decisions
- Working Together
- Managing a Quality Service
- Delivering at Pace
Interviews will be held week commencing 28th April and/or 5th May 2025. Please note, these dates are subject to change.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Location
This role is being offered as hybrid working based at any of our Core HQs in either Birmingham, Leeds, Liverpool or London.
We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours in the office (approximately 3 days a week pro rata, averaged over a month).
Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).
Security Clearance Level Requirement
Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard clearance.
Person Specification
Application form
Essential
- Application form
Statement of Suitability
Essential
- Statement of Suitability
Behaviours
Essential
- Making Effective Decisions
- Working Together
- Managing a Quality Service
- Delivering at Pace
Disclosure and Barring Service Check
...
