Service Desk Analyst, Doctor Care Anywhere
£27k
+ Bonus
Online GP platform and app
Job no longer available
Online GP platform and app
201-500 employees
Job no longer available
£27k
+ Bonus
201-500 employees
Company mission
To make healthcare transparent.
Role
Who you are
- Although technical support experience and knowledge of specific IT systems and services are beneficial, they are not essential for this role
- Customer service skills and the ability to develop and learn new skills will be valued highly in this position
- Excellent Customer Service / Customer Care
- Prior experience of a customer facing role desirable
- Prior IT Support or IT Service Desk experience
- Experience of providing remote IT Support
- Prior experience of DCA IT services, including:
- Microsoft Cloud based technology
- Azure Active Directory management – specifically user and computer account management
- InTune administration
- M365 administration and troubleshooting
- SharePoint administration and troubleshooting
- Teams, including supporting compatible meeting room conferencing equipment
- TeamsViewer
- MiCollab administration and troubleshooting
- Any other technology introduced into the organisation in a controlled manner
- Experience of IT Service Management processes and procedures
- ITIL foundation (or higher) training
- Good written and verbal communication skills
- Ability to build strong working relationships with peers and stakeholders
- Creative, proactive, innovative, solution orientated and eager to learn
- Resourceful with initiative and a positive 'can-do’ attitude
- Ability to work independently, and thrive in a fast-paced environment
What the job involves
- The DCA IT Service Desk is the single point of contact for all colleagues to interact with IT Operations Support
- The Service Desk Analysts will support IT Operations Incidents and Service Requests
- This will include logging and triaging tickets in the IT Service Management System, conducting 1st Line investigation, troubleshooting and support, and engaging and escalating with 2nd/3rd line support functions and 3rd party support partners as required for the escalation and management of tickets
- Additionally, Service Desk Analysts will conduct monitoring of system telemetry and alerts, supporting the proactive identification of potential service impacting issues
- Receiving reports of IT Operations Incidents and Requests via Telephone and Service Management Portal
- Logging Incidents and Requests on behalf of colleagues/users where required, ensuring the accurate capture of required detail
- Carrying out initial triage, troubleshooting and support for all Incidents and Request types
- Resolving Incidents and Requests where possible, escalating to appropriate internal and external resolver groups as required
- Monitoring of system telemetry and alerts, logging issues where required and resolving or escalating as necessary
- Managing hardware provisioning and recovery, including laptops and peripherals
- Supporting the onboarding and offboarding of clinical and support colleagues
- Management of User Accounts, including creation/changing/removal or user access, and the provisioning and removal of licences
- Ensuring all work conducted in support of IT Operations is recorded in the IT Service Management System, in line with IT Support Best Practices
- Capturing and highlighting any gaps in support, or potential areas to improve Service Desk capability
- Documenting knowledge articles and support guides, sharing knowledge to improve the Service Desk capability
- Providing excellent customer service
- Working unsupervised to maintain the on-going demands of services
Salary benchmarks
Our take
There are mixed opinions about virtual GP services and various ideas around what can and can’t be treated virtually. In recent years, the growth of online doctoring services has exceeded what we probably thought possible. Many are not signed up to an in-person GP anymore and rely on apps like Babylon Health, or Doctor Care Anywhere, an online healthcare platform and application.
Founded in 2013, the company not only offers services to individuals, but companies are also able to sign up employees, which further expands the company’s reach and exposure. And the company launched a mental health programme proposition in 2021, highlighting the ongoing work the practice does alongside its day-to-day appointments and referrals.
Recently, the company partnered with Huma, marking a big leap forward in making healthcare more accessible. By combining their platforms, they'll offer patients the option to book private GP consultations anytime, filling gaps left by the NHS. Its an exciting move for Doctor Care Anywhere and one that's set to propel it to the forefront of digital healthcare.
Steph
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (1 round)
Jun 2020
$17.2m
CONVERTIBLE
Total funding: $17.2m
Company HQ
Temple, London, UK
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