Job summary
To work under the ICT Service Desk Manager and perform a supervisory role, managing and supporting the day to day running of the ICT Service Desk Team.
This includes managing staff workloads, job queues and being a point of escalation for the Service Desk Agents.
Additionally, to assist the Service Desk Manager with project work and management responsibilities, covering for them in their absence.
Main duties of the job
- To identify and analyse a range of IT problems and take the most appropriate method of resolution liaising with the ICT Service Desk Manager and Deputy CTO as necessary.
- To follow department procedures for routine IT problems, use own initiative for complex IT problems and know when to refer for highly complex/sensitive IT problems.
- To provide telephone, and on-site support service to staff within the Trust.
- To provide a point of technical escalation and technical support to the IT Service Desk.
- To contribute to management reports and undertake service level targeting and reporting as and when required.
- To provide cover for the first line operational service as necessary.
- Sending out communication desk alerts when requested by Senior Management.
- Assisting with the day-to-day RA process
- Assisting with the introductions of new RA setup processes
- Deputise for the Service Desk Manager or ICT Desktop Support Team Lead where required.
- Implementing ITSM system changes / maintenance as required by change management process.
- Liaising with other IT personal to escalate issues.
- Manage own workload and Agent workload.
- To assist the ICT Service Desk Manager in project work and attend meetings on their behalf if needed.
- To manage agents job queues, liaising with agents on a regular basis to discuss job queues/status.
- To participate in the Trust IM&T on-call rota.
About us
Greater Manchester Mental Health (GMMH) Foundation Trust employs over6,400members of staff, who deliver services from more than160locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford,Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
Job description
Job responsibilities
Please see attached job description and person specification
Staff benefits
- Pay Enhancements 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
Job description
Job responsibilities
Please see attached job description and person specification
Staff benefits
- Pay Enhancements 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
Person Specification
Education and Experience
Essential
- Evidence of knowledge development acquired through relevant specialist training courses, for example Microsoft Certified Training.
- Evidence of experience of working in an IT technical environment including a range of knowledge of network hardware and software installation, configuration and support.
Desirable
- Microsoft Certification
- Previous experience in NHS IT
Knowledge
Essential
- Able to clearly manage priorities for self and team to meet deadlines and manage conflicting customer demands.
- Knowledge and experience of Microsoft Office 365
Skills and Abilities
Essential
- Ability to organise and prioritise workload, working to key objectives and delegate effectively.
- Ability to work effectively within a team.
- Ability to work on own initiative, plan and organise work with under supervision.
- Demonstrable knowledge of time management skills
- Be able to establish effective relationships with a wide variety of staff.
Other Requirements
Essential
- Ability to work under pressure and meet strict deadlines
Person Specification
Education and Experience
Essential
- Evidence of knowledge development acquired through relevant specialist training courses, for example Microsoft Certified Training.
- Evidence of experience of working in an IT technical environment including a range of knowledge of network hardware and software installation, configuration and support.
Desirable
- Microsoft Certification
- Previous experience in NHS IT
Knowledge
Essential
- Able to clearly manage priorities for self and team to meet deadlines and manage conflicting customer demands.
- Knowledge and experience of Microsoft Office 365
Skills and Abilities
Essential
- Ability to organise and prioritise workload, working to key objectives and delegate effectively.
- Ability to work effectively within a team.
- Ability to work on own initiative, plan and organise work with under supervision.
- Demonstrable knowledge of time management skills
- Be able to establish effective relationships with a wide variety of staff.
Other Requirements
Essential
- Ability to work under pressure and meet strict deadlines
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).
