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Job title: Service Desk Agent

Department: Operations

Reports to: Service Delivery Manager

Responsible for: Providing technical support and assistance to customers. Adhering to SLA’s and delivering quality customer service. Maintaining strong customer relationships, and continuous improvement to maintain customer satisfaction.

Job type: Full-time (37.5 hours per week), permanent

Benefits: Fully remote, 24 days annual leave (plus bank holidays)

Work location: Work from home, UK based company

Deadline: 19th April 2024

Purpose and scope of the role 

Established in 1978, we pioneered patient flow technology, transforming the healthcare industry by reducing labour intensive processes. Our solutions streamline services and enhance efficiency.

We are poised for our next chapter, driven by a vision to lead the industry in enhancing patient health outcomes. We’re committed to continuous improvement through innovation, strategic partnerships, integrity, customer satisfaction, and teamwork.

Dedicated to diversity and inclusion, we welcome candidates from all backgrounds to apply, irrespective of race, ethnicity, gender identity, sexual orientation, age, religion, disability, or any other characteristic. We believe diversity strengthens our team, and enhances customer service so join us in our mission.

Service Desk Agent works closely with employees across all departments at Jayex to be responsible and advocate for good quality service to our customers. They are responsible for being a first point of contact and communicating with customers; Efficient ticket management, ensuring SLA’s are adhered to; Troubleshooting technical issues to provide resolutions as quickly as possible to customers. If unable to resolve at first line, providing quality investigation and analysis details to escalate to second line.

Key responsibilities

  • Technical support: Provide first-level technical support to customers through various channels, including telephone, email, and service desk tool. Ensuring customer is kept up to date at every stage. Troubleshoot hardware and software issues, escalating to second line support when required
  • Incident management: Log and track all support tickets in the IT service management system, ensuring accurate and timely resolution of reported problems. Monitor ticket queues and carry out effective SLA management
  • Network support: Help diagnose and resolve network connectivity issues, both wired and wireless. Collaborate with network administrators for more complex networking problems.
  • System administration: Perform basic system administration tasks, such as user account management, access control, and permissions.
  • User training and documentation: Create and maintain user guides and documentation for common IT procedures and issues. Input to training sessions for employees on IT best practices and tools.
  • Remote support: Provide remote support to customers.
  • Continuous improvement: Identify opportunities for process improvement, automation, and increased efficiency in IT support services

Key requirements

  • Excellent communication skills both written and verbal
  • Strong teamworking skills
  • Good IT skills and an interest in continuous development
  • Strong attention to detail and organisational skills
  • Excellent problem-solving
  • RCA and data analysis skills
  • Ability to work on own initiative

We are looking for candidates with potential and enthusiasm, rather than necessarily experience. We will provide all training required to enable the right candidate to excel in this role and progress to the next.

Preferred experience

  • Experience interacting with technical staff
  • knowledge of primary care clinical systems

Submit your CV for consideration to Mhairi Gilfillan, Service Delivery Manager at m.gilfillan@jayex.com

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