Job Description

The opportunity has arisen for Digital Customer Support representative to work within the IT Department, supporting users from across the Trust. Excellent customer service and inter-personal skills are required.



You will be part of the Digital Support Desk team, on the front line of the IT department answering phone calls from users and logged requests via our IT Self Service portal. Assisting in the provision, maintenance and development of a comprehensive IT service portfolio under the guidance of the Digital Support workstream in order to support departmental objectives. Alongside the other main responsibility of overseeing the procurement function of all things related to IT with the other Digital Customer Support post holders.



The post holder will be based at either our flagship corporate site Estuary Point, Speke, Liverpool or Broughton, Preston and will be responsible for supporting those delivering IT systems & services across the Trust as well as being the main point of contact for our users who have IT related incidents and queries. Managing your workload via our ITSM tool in line with KPI's and targets for individuals and contributing to the whole team performance.

Key areas of responsibility will include:

To provide excellent standards of customer services at all times to users across North West Ambulance Service NHS Trust.

To operate the Trusts Digital Support Desk, dealing with user reported requests and incidents and classifying them to the appropriate team as appropriate.

Digital Support Desk is the first point of contact for over 9,000 customers that may experience problems or have queries relating to systems that support the delivery of patient care.

To classify, investigate, diagnose and, where possible resolve, at the first point of contact, IT incidents reported to the Digital Support Desk.

Oversee user management processes for starters/leavers/modifications and ensure accurate reporting is available.

Oversee all aspects of ICT procurement & supplier management within the ICT Service Management Tool.

You will be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.

The successful candidates should have a good standard of education and sufficient relevant experience.



North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.



Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.

We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.



Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.



We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.



Please ensure you have read the full and Person Specification before applying for this role.