Job summary
The Norfolk and Norwich University Hospitals NHS Foundation Trust (NNUHFT) Digital Health team is responsible for the delivery of digital services across the Trust to support its clinical and administrative obligations.
The Department comprises of 4 main areas - Digital Hospital, Operational, Informatics & Information Governance and made up of over 50+ staff. Our aims are to provide the highest level of digital services and support to the Trust staff, the Trust's partners, and commissioners.
The Digital Health Service Management Team are looking to recruit a Desktop Services Team Leader for 37.5 hours per week. The ideal candidate will be someone who understands the value of providing outstanding customer service and is able to effectively balance the need for IT service delivery with the operational needs of a large, busy hospital. Able to work proactively under pressure and deliver against individual and team Key Performance Indicators.
If you're looking for a challenge and would like to help us develop our 1st line services even further, we'd love to hear from you. We can promise you a varied, challenging and rewarding role as Service Desk Team Leader.
Main duties of the job
The Desktop team are the face of Digital Health, going around all departments resolving incident and service request. The Successful candidate will:
- Support both management and team members in the day-to-day running of the desktop team
- Manage and develop the desktop team to reach its full potential.
- Have knowledge of SCEM and train others in the team on how to utilise this tool to its full potential.
- Manage the incidents and service requests that come to the desktop team.
- Manage the team's daily activities are planed out and off-site areas have onsite engineer when required.
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
- The role requires the active participation in the development of the Desktop Services working methods, process, procedures, polices and strategies to enable the provision of outstanding service to the Trust. Actively proposing policy / service changes that will impact beyond own area and implements policies for own area. Expected to propose and help implement changes to user working practices and procedures.
- Creates, maintains, and organises all Desktop Services support activities; to include, planning and organising complex activities, requiring formulation and adjustment of plans against a variable inbound workload against a backdrop of constant interruptions. Initiates plans and modifies Desktop work programmes to meet Trust requirements.
- The Desktop Services Team Leader must possess excellent communication skills and understand the importance of providing outstanding customer service, while working efficiently and professionally under pressure. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.
- To manage the Desktop Services team, to ensure Incidents and requests are handled efficiently and to liaise with the Manager regarding complaints and escalations as required.
- To monitor ticket volumes and response times to ensure that Service Level Agreements are being met and to take timely action if they are not.
- To provide an escalation point for problematic support issues, and to manage the solution to its conclusion, involving other teams and 3rd party companies as necessary.
- Under the guidance of the Manager, evidence the continuous improvement and development of the service to ensure that changing Trust needs continue to be met, while actively seeking to improve the level of customer service provided by the Desktop Services through analysis and interpretation of complex data and information. Monitors and maintains process adherence to ensure quality working practices.
- Promote, champion and drive the use of IT Infrastructure Library (ITIL) (BS15000, ISO20000) best practices across Digital Health. This will include the responsibility for owning and developing some of the ITIL processes.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Job description
Job responsibilities
- The role requires the active participation in the development of the Desktop Services working methods, process, procedures, polices and strategies to enable the provision of outstanding service to the Trust. Actively proposing policy / service changes that will impact beyond own area and implements policies for own area. Expected to propose and help implement changes to user working practices and procedures.
- Creates, maintains, and organises all Desktop Services support activities; to include, planning and organising complex activities, requiring formulation and adjustment of plans against a variable inbound workload against a backdrop of constant interruptions. Initiates plans and modifies Desktop work programmes to meet Trust requirements.
- The Desktop Services Team Leader must possess excellent communication skills and understand the importance of providing outstanding customer service, while working efficiently and professionally under pressure. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.
- To manage the Desktop Services team, to ensure Incidents and requests are handled efficiently and to liaise with the Manager regarding complaints and escalations as required.
- To monitor ticket volumes and response times to ensure that Service Level Agreements are being met and to take timely action if they are not.
- To provide an escalation point for problematic support issues, and to manage the solution to its conclusion, involving other teams and 3rd party companies as necessary.
- Under the guidance of the Manager, evidence the continuous improvement and development of the service to ensure that changing Trust needs continue to be met, while actively seeking to improve the level of customer service provided by the Desktop Services through analysis and interpretation of complex data and information. Monitors and maintains process adherence to ensure quality working practices.
- Promote, champion and drive the use of IT Infrastructure Library (ITIL) (BS15000, ISO20000) best practices across Digital Health. This will include the responsibility for owning and developing some of the ITIL processes.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Person Specification
Qualifications
Essential
- Degree or relevant level of experience
Experience
Essential
- Significant Desktop Services Management experience.
- Significant Team Leader experience in a technically biased, customer orientated team, with the ability to manage multiple workloads and prioritise effectively.
- Significant experience of working in a large and busy Desktop Services environment.
Skills
Essential
- Excellent Customer Service Skills
- Problem solving skills
Attitude, aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Person Specification
Qualifications
Essential
- Degree or relevant level of experience
Experience
Essential
- Significant Desktop Services Management experience.
- Significant Team Leader experience in a technically biased, customer orientated team, with the ability to manage multiple workloads and prioritise effectively.
- Significant experience of working in a large and busy Desktop Services environment.
Skills
Essential
- Excellent Customer Service Skills
- Problem solving skills
Attitude, aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
