Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated.
You work in the IT department at your local NHS hospital, solving staff computer problems over the telephone. Today you're working the mid-morning shift, and start at 11am.
Your first call is from a receptionist who's having trouble receiving email. You enter his details on your computer, then talk him through simple trouble-shooting procedures. When these don't work, you make notes and escalate the matter to a senior technician, who'll visit your caller in person.
You're busy for the rest of the day answering one call after another. It's fun talking to people and solving problems, and every day you learn something new about IT and computer programs.
You're skilled with computers, and have an excellent knowledge of Microsoft Office applications such as Excel and Word. You're patient, understanding and a good communicator.