Pathology Service Desk Call Analyst

Job overview

We are looking for a Pathology Service Desk Analyst to join our Pathology service desk team on a 6 months fixed term contract. This post is full time however we would accept part time, please enquire for more details.

You can join our team to deliver innovative, high-performing pathology services that is focused on our service users and delivers high quality and fully compliant services. We are in the unique position of providing a dedicated Pathology team with the aim of producing a highly skilled workforce through the provision of continued training and development for our staff

In this role you will be expected to:

• Provide an efficient and courteous first line support service to a range of Healthcare professionals, patients and service users across the Pathology and NHS service
• Provide support for Pathology IT systems and applications, managing and escalating incidents in accordance with Service Level Agreements in conjunction with Trust support staff and third party support organisation
• Demonstrate best practice in Service Desk operation
• Ensure training and development needs detailed in your personal development plan are followed up and the effectiveness of the acquired training and development evaluated in terms of self, patient and service
• Review calls and identify personal and professional development opportunities that are consistent with excellent customer service

Internal applicants currently employed by ESNEFT will be offered on a secondment basis only.

Main duties of the job

• Maintain up to date technical knowledge of operating systems and applications
• To process service requests from user
• To undertake general administration duties
• To respond to emails sent to the Service Desk generic mailbox as set out by the Customer Service Desk Manager
• Develop an understanding of the Pathology IT applications in order to be able to advise users on any problems encountered, including understanding the functions within the service
• A wide range of customers and clinical colleagues may need to be communicated to regarding sensitive and complex
• Calls and incidents are to be resolved in a timely manner as set out within the SLAs and escalate as appropriate
• Use own initiative to prioritise workload and monitor own incoming call traffic (calls waiting/dashboard)
• Initial line support, receiving calls and emails, acts as first line customer liaison
• Booking blood tests for patients and clinicians on their behalf via the telephone
• Recording and tracking incidents and complaints
• Initial investigation of incidents
• Closing Incidents and Customer Service Requests once agreement with the individual
• Test results are to be provided via various (LIMS) Laboratory Management information systems
• Where possible customer service desk staff should provide the appropriate information to callers seeking clinical advice or test information as requested
• Where possible shift absences will require suitable shift cover

Detailed job description and main responsibilities

For full details of the responsibilities and duties of this role please see the attached job description.