Job summary
This role is to supervise and manage the ICT Service Desk team, providing a high-quality service, which is the first point of contact for all staff within Oxleas NHS Foundation Trust when accessing support for IT systems. This will be in addition to receiving calls from external organisations. To manage the day to day function of the ICT Service Desk team, supporting the Service Desk Manager to ensure effective prioritisation and to develop service efficiency. The high performance of the ICT Service Desk is critical to ensure all Trust systems are working efficiently.
Main duties of the job
Key Task and Responsibilities
To regularly review incident and service request prioritisation by determining the impact on Trust business/services and the urgency with which a resolution or work-around is needed
To identify and implement improvements to continuously strengthen performance and user satisfaction levels of Trust wide IT systems
To produce and maintain a 'known errors' catalogue
To identify and implement developments for the Service Desk Management System including configuration changes.
To help produce and present management information reports on call trends and incident/service request reporting in order to develop and continually improve IT services working with the Service Desk Manager
To provide an escalation path for dissatisfied users to raise issues with
To be responsible for developing and monitoring the efficiency and effectiveness of the IT Incident and Service Request Management process
To regularly assess and analyse the status and progress of incidents and service requests to take appropriate action without reference to management
To review the data quality of the calls that have been logged and identify areas for improvement
Develop and implement changes to improve data quality
To manage the incident and service request life-cycle, including closure and verification of a satisfactory resolution
To monitor and identify incidents and requests that need to be escalated
About us
Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children's centres, schools and people's homes.We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary's Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.
Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
- We're Kind
- We're Fair
- We Listen
- We Care
Job description
Job responsibilities
Key Task and Responsibilities
- In conjunction with key stakeholders, to develop and implement a prioritisation system for calls logged with the Service Desk, including targets around the length of time to respond to and fix faults and to ensure that these are met
- To regularly review incident and service request prioritisation by determining the impact on Trust business/services and the urgency with which a resolution or work-around is needed
- To identify and implement improvements to continuously strengthen performance and user satisfaction levels of Trust wide IT systems in order to ensure that the Trust IT Strategy is fully achieved
- To develop and introduce more efficient processes to minimise possible complaints
- To produce and maintain a known errors catalogue
- To identify and implement developments for the Service Desk Management System including configuration changes.
- To help produce and present management information reports on call trends and incident/service request reporting in order to develop and continually improve IT services working with the Service Desk Manager
- To develop, produce and present Key Performance Indicators on a monthly basis from the Service Desk Management Systems using a number of different reporting tools
- To provide an escalation path for dissatisfied users to raise issues with
- Investigate and resolve complaints regarding the performance of the Service Desk, responding to the complainant with the outcome of investigations within agreed timescales
- To cover the Service Desk should there be insufficient staffing levels to ensure that an adequate service level is maintained
- To be responsible for developing and monitoring the efficiency and effectiveness of the IT Incident and Service Request Management process
- To make recommendations for improvement and implement changes as required
- To regularly assess and analyse the status and progress of incidents and service requests to take appropriate action without reference to management
- To review the data quality of the calls that have been logged and identify areas for improvement
- Develop and implement changes to improve data quality
- To manage the incident and service request life-cycle, including closure and verification of a satisfactory resolution
- To monitor and identify incidents and requests that need to be escalated
- To prioritise own workload, demonstrating effective time management and appropriate use of resources
Management responsibilities
To be responsible for the maintenance of the Service Desk Management System
-
To identify, investigate and manage IT security breaches in accordance with the Data Protection Act 1998, Computer Misuse Act 1990 and the Trust IT Security Policy and liaise with appropriate ICT Managers
-
To promote a positive and professional image of the ICT department
-
To monitor queued calls to the Service Desk and ensure adequate staffing levels at all times
-
Assist the Service Desk Manager to meet departmental objectives
-
Deputise for the Service Desk Manager in their absence
-
Represent the ICT Service Desk by attending meetings as appropriate
-
To develop and organise the Service Desk team work rota ensuring that the Service Desk calls are responded to at all times
-
To manage the day to day workload of the Service Desk team to ensure effective workload planning, prioritisation and allocation of high numbers of Service Desk calls
-
Assist the Service Desk Manager in the selection and recruitment of staff within the Service Desk team, including the production of job descriptions, person specifications and adverts.
Leadership
-
Through analysis of Service Desk call logs and other records to proactively identify Trust staff IT training needs and highlight these to the Service Desk Manager to ensure consistent IT user knowledge in all areas across the Trust
-
To train the Service Desk team on the implementation of any new Service Desk processes, policies and procedures
-
To ensure Service Desk staff practise excellent customer service skills
-
To motivate, support and encourage the Service Desk team to remain positive at all times when dealing with unpredictable situations
-
To ensure all Service Desk staff are aware and comply with the Trusts Mandatory Training programme
-
Ensure that the performance of Service Desk staff is actively managed through the Trusts Performance Development Review System ensuring they receive effective supervision to optimise their performance
-
Responsible for undertaking appropriate action, in relation to Service Desk staff discipline, grievance, poor performance and sickness in accordance with the Trusts disciplinary procedures
-
Manage all staffing absence including Annual Leave
-
To take part in regular personal development review programmes
-
To undertake any additional duties as directed by the Information Service Desk Manager
-
To comply with all Trust policies and procedures as they apply
Communication
-
To develop and maintain documented Service Desk processes, procedures and practises
-
Devise and implement best practice processes in line with the IT Infrastructure Library (ITIL)
-
To communicate calmly but assertively with frustrated and sometimes volatile end users to enable productive working
-
To escalate calls to 3rd Line (ICT Managers) and external support services (eg BT, LPfIT. CfH) as appropriate
-
To communicate Trust wide to all staff planned outages of systems ie user affecting downtime
Job description
Job responsibilities
Key Task and Responsibilities
- In conjunction with key stakeholders, to develop and implement a prioritisation system for calls logged with the Service Desk, including targets around the length of time to respond to and fix faults and to ensure that these are met
- To regularly review incident and service request prioritisation by determining the impact on Trust business/services and the urgency with which a resolution or work-around is needed
- To identify and implement improvements to continuously strengthen performance and user satisfaction levels of Trust wide IT systems in order to ensure that the Trust IT Strategy is fully achieved
- To develop and introduce more efficient processes to minimise possible complaints
- To produce and maintain a known errors catalogue
- To identify and implement developments for the Service Desk Management System including configuration changes.
- To help produce and present management information reports on call trends and incident/service request reporting in order to develop and continually improve IT services working with the Service Desk Manager
- To develop, produce and present Key Performance Indicators on a monthly basis from the Service Desk Management Systems using a number of different reporting tools
- To provide an escalation path for dissatisfied users to raise issues with
- Investigate and resolve complaints regarding the performance of the Service Desk, responding to the complainant with the outcome of investigations within agreed timescales
- To cover the Service Desk should there be insufficient staffing levels to ensure that an adequate service level is maintained
- To be responsible for developing and monitoring the efficiency and effectiveness of the IT Incident and Service Request Management process
- To make recommendations for improvement and implement changes as required
- To regularly assess and analyse the status and progress of incidents and service requests to take appropriate action without reference to management
- To review the data quality of the calls that have been logged and identify areas for improvement
- Develop and implement changes to improve data quality
- To manage the incident and service request life-cycle, including closure and verification of a satisfactory resolution
- To monitor and identify incidents and requests that need to be escalated
- To prioritise own workload, demonstrating effective time management and appropriate use of resources
Management responsibilities
To be responsible for the maintenance of the Service Desk Management System
-
To identify, investigate and manage IT security breaches in accordance with the Data Protection Act 1998, Computer Misuse Act 1990 and the Trust IT Security Policy and liaise with appropriate ICT Managers
-
To promote a positive and professional image of the ICT department
-
To monitor queued calls to the Service Desk and ensure adequate staffing levels at all times
-
Assist the Service Desk Manager to meet departmental objectives
-
Deputise for the Service Desk Manager in their absence
-
Represent the ICT Service Desk by attending meetings as appropriate
-
To develop and organise the Service Desk team work rota ensuring that the Service Desk calls are responded to at all times
-
To manage the day to day workload of the Service Desk team to ensure effective workload planning, prioritisation and allocation of high numbers of Service Desk calls
-
Assist the Service Desk Manager in the selection and recruitment of staff within the Service Desk team, including the production of job descriptions, person specifications and adverts.
Leadership
-
Through analysis of Service Desk call logs and other records to proactively identify Trust staff IT training needs and highlight these to the Service Desk Manager to ensure consistent IT user knowledge in all areas across the Trust
-
To train the Service Desk team on the implementation of any new Service Desk processes, policies and procedures
-
To ensure Service Desk staff practise excellent customer service skills
-
To motivate, support and encourage the Service Desk team to remain positive at all times when dealing with unpredictable situations
-
To ensure all Service Desk staff are aware and comply with the Trusts Mandatory Training programme
-
Ensure that the performance of Service Desk staff is actively managed through the Trusts Performance Development Review System ensuring they receive effective supervision to optimise their performance
-
Responsible for undertaking appropriate action, in relation to Service Desk staff discipline, grievance, poor performance and sickness in accordance with the Trusts disciplinary procedures
-
Manage all staffing absence including Annual Leave
-
To take part in regular personal development review programmes
-
To undertake any additional duties as directed by the Information Service Desk Manager
-
To comply with all Trust policies and procedures as they apply
Communication
-
To develop and maintain documented Service Desk processes, procedures and practises
-
Devise and implement best practice processes in line with the IT Infrastructure Library (ITIL)
-
To communicate calmly but assertively with frustrated and sometimes volatile end users to enable productive working
-
To escalate calls to 3rd Line (ICT Managers) and external support services (eg BT, LPfIT. CfH) as appropriate
-
To communicate Trust wide to all staff planned outages of systems ie user affecting downtime
Person Specification
Qualifications
Essential
Desirable
- Understanding/Experience of ITIL
Experience
Essential
- 3 years SD system experience
Desirable
- less than 3 years SD system experience
Experience
Essential
- Experience of managing a team
Desirable
Experience
Essential
- In depth training and experience in customer service
Desirable
- Minimal experience in customer service
Person Specification
Qualifications
Essential
Desirable
- Understanding/Experience of ITIL
Experience
Essential
- 3 years SD system experience
Desirable
- less than 3 years SD system experience
Experience
Essential
- Experience of managing a team
Desirable
Experience
Essential
- In depth training and experience in customer service
Desirable
- Minimal experience in customer service
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).
