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Job overview

Participate in the provision of an efficient, responsive, effective and customer focused service through the management of a Service Desk as first point of contact and provision of first and second line support for Pathology applications.

Main duties of the job

Be the first point of contact within Labs IT for all queries, incidents, problems and requests.

Accurately log Labs IT-related calls for incidents, problems and requests received by telephone, electronically or in person using the Trust’s Service Desk system.

Monitor open calls against agreed SLAs (Service Level Agreements) and chase progress with assigned technicians as appropriate.

Manage the user experience and their expectations by keeping them updated on the status of their reported incident.

Identify trends in incidents to the Pathology Systems Manager in order that potential problems can be identified and escalated as appropriate.

Liaise with third party suppliers where incidents have been escalated to, obtain feedback of resolution progress in order to keep the user updated on progress.

Take ownership of open calls logged on the Service Desk system, liaising with other departments to ensure efficient, effective, timely resolution of calls.

Liaise closely with Users to manage user support incidents, problems and service requests to a satisfactory conclusion, providing full information and advice and investigating complaints in line with departmental policy.

Act as a point of contact for computer-related advice, particularly pathology application advice.

Working for our organisation

MFT is one of the largest NHS Trust In England with a turnover of £2.6bn & is on a different scale than most other NHS Trusts. We’re creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.

Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you’ll benefit from a scale of opportunity that is nothing short of extraordinary.

We’ve also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.

We’re proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What’s more, we’re excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.

At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.