Job summary
The Service Desk Team Lead is a key member of the Service and Deskside team.The post will act as a lead within the service desk team for service management of 1st / 2nd line technical support.The post holder will have line management responsibility for the Servicedesk team. Will be highlytechnical and provides design, support and advice to the Service Manager and the Servicedesk team. They will also be expected to be the knowledge repository or "go-to-person" for 1st / 2nd line support, and the relevant service managementtools or technologies such as ServiceNow configuration work.
Main duties of the job
The Senior Service Specialist is a key member of the Service and Deskside team.The post will act as a lead within the team for service management of 1st / 2nd line technicalsupport.The post holder will have line management responsibility for the Servicedesk team.The post holder is highly technical and provides design, support and advice to the ServiceManager and the Servicedesk team. The post holder is expected to be the knowledgerepository or "go-to-person" for 1st / 2nd line support, and the relevant service managementtools or technologies. The post is a lead technical role in a team of specialist 1st / 2nd linesupport staff, the role incorporates customer care, vendor or relationship management,operations and communications co-ordination. For all of these functions, the post holder isexpected to understand, meet or exceed their customers' requirements and have the abilityto explain complex technical issues or resolutions to non digital staff.
About us
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations
Job description
Job responsibilities
The post holder is a source of knowledge and advice for project teams. This includesproviding expertise on licensing, ongoing support, resource projections or costs, timelinesand advising on business case development.The post holder will take a lead role in specialist projects such as implementing new servicemanagement tools that impact across clinical and non-clinical areas, this includes downtimeto be agreed with multiple stakeholders.The Senior Service Specialist will support the programme teams in the planning of projectsand liaise or work alongside internal stakeholders and other technical experts to do so.
Job description
Job responsibilities
The post holder is a source of knowledge and advice for project teams. This includesproviding expertise on licensing, ongoing support, resource projections or costs, timelinesand advising on business case development.The post holder will take a lead role in specialist projects such as implementing new servicemanagement tools that impact across clinical and non-clinical areas, this includes downtimeto be agreed with multiple stakeholders.The Senior Service Specialist will support the programme teams in the planning of projectsand liaise or work alongside internal stakeholders and other technical experts to do so.
Person Specification
Education/ Qualification/ Training
Essential
- Educated to Degree level or equivalent experience
- Digital Service management qualification or equivalent experience
- Evidence of continued professional development
Experience
Essential
- Analys e problems and develop effective solutions
- Digital security and monitoring including encryption and malware protection software
- Ability to provide specialist knowledge and advice within department and other organisations regarding technical environment.
- Taking a lead role in developing and implementing Digital Service related systems and services
- Dealing with customers face to face and on the telephone
- Facilitating change in practice to improve services
- Responsibility for a budget
- Application of financial procedures including budgetary management
- Business planning / annual planning
- Risk management and governance
- Implementation and supporting modern healthcare information systems.
Knowledge and Skills
Essential
- In -depth knowledge of one or more of service management platforms.
- Knowledge of deploying Digital hardware and software
- ITIL Foundation Methods to Foundation level
- Knowledge of digital technologies such as Windows PC's, printers, applications or mobile devices
- Practical knowledge of Digital maintenance and support
- Good understanding of change management
- Demonstrable knowledge of service improvements and project delivery
Person Specification
Education/ Qualification/ Training
Essential
- Educated to Degree level or equivalent experience
- Digital Service management qualification or equivalent experience
- Evidence of continued professional development
Experience
Essential
- Analys e problems and develop effective solutions
- Digital security and monitoring including encryption and malware protection software
- Ability to provide specialist knowledge and advice within department and other organisations regarding technical environment.
- Taking a lead role in developing and implementing Digital Service related systems and services
- Dealing with customers face to face and on the telephone
- Facilitating change in practice to improve services
- Responsibility for a budget
- Application of financial procedures including budgetary management
- Business planning / annual planning
- Risk management and governance
- Implementation and supporting modern healthcare information systems.
Knowledge and Skills
Essential
- In -depth knowledge of one or more of service management platforms.
- Knowledge of deploying Digital hardware and software
- ITIL Foundation Methods to Foundation level
- Knowledge of digital technologies such as Windows PC's, printers, applications or mobile devices
- Practical knowledge of Digital maintenance and support
- Good understanding of change management
- Demonstrable knowledge of service improvements and project delivery
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).
