Job summary
This is an excellent opportunity to contribute to the Health
Informatics team supporting the day to day activties as a ICT Customer Services
Manager, providing ICT Servicedesk Services across the Trust to ensure
effective use of IT which supports staff and patients.
The post holder will maintain the operational capability of the
ICT Servicedesk with incident supporrt following ITIL standards together with
ensuring new requests are completed in a timely manner.
Liaising with other teams within the department as required
on technical and non-technical issues, and with third party customer
organisations.
Participate in the ICT on-call cover rotas as
necessary.
Main duties of the job
Manage
the work, professional and personal development of ICT Servicedesk staff.
Manage
the provision of Servicedesk and 1st line ICT support service.
Manage
the provision of IT procurement, billing and monitoring services across the
Trust.
Ensure
the Trust meets the obligations of its Service Level Agreements for the
provision of IT services with 3rd Party and other NHS organisations.
Ensure
effective and efficient customer service.
Participate
in Trust wide IT on-call and Servicedesk cover rotas as necessary.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.
Full Job Descriptions can be found in the adverts supporting documents.
Over reliance on
AI-generated content is discouraged and may diminish the applicant's chances of
success.
For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.
From April 9th 2025 - Healthcare assistants - You must have been employed for a minimum of two years
of as a HCA within the NHS for the Trust to consider
sponsorship (we will only consider sponsorship if you meet this criteria and
have a current visa expiring within 3 months).
Job description
Job responsibilities
Manage
ICT Servicedesk services to support IT services Trustwide.
Ensure
effective coordination between IT teams and other Trust teams.
Manage
the provision of an IT procurement, billing and monitoring service including
ordering and invoicing.
Day to
day management of Trusts IT incidents and requests to ITIL standards.
Assist in
the development and maintenance of documentation and procedures.
Ensure
effective and efficient customer service.
Produce
timely and accurate reports on the performance of the ICT team and systems.
Work with
external suppliers to ensure the Trust achieves best value for money in the
purchase of ICT equipment and services.
Develop
and implement protocols and training procedures for Infrastructure support
staff.
Ensure
effective documentation of ICT procedures and policies.
Manage an
inventory of ICT hardware and software.
Ensure
the Trust is able to meet its Service Level Agreements with 3rd party and other
NHS organisations.
Assist in
the implementation of audit requirements.
Manage
the provision of IT user accounts.
Monitor
and report on performance and targets of the customer services team.
Ensure
the correct and safe use of ICT equipment.
Support
the Trusts digital strategy.
Management
of departmental and non-clinical IT systems support
Plan and
manage the deployment of Trust wide projects
Develop
and implement standards, policies and procedures for use with Health
Informatics
Developments
and management of business continuity services and disaster recovery provision.
Where
required, develop and plan for any changes to requirements surrounding
training, new work, changing practices etc.
Produce
complex ad-hoc reports for all levels of Trust staff and external suppliers,
where necessary adapt or provide new methods of interrogation and when
requested provide an analysis at the required level.
Manage
the training needs and development needs of the ICT Servicedesk staff.
Manage
the effective delivery of IT services across the Trust.
Act as an
escalation for the ICT Servicedesk team staff with incidents and requests.
Assist
with planning and support of BAU system and device upgrades.
Ensure
ITIL processes are followed.
Support
ICT users to investigate IT operational requirements functions that contribute
to improvements in the application of IT and the development of new or changed
processes/procedures and ICT Infrastructure.
Ensure
RCAs are completed with the intention of identifying what went wrong, right
and what can be done to improve the response in the future. Outcome of the
review should also identify how to prevent the reoccurrence of the major
problem.
Travel to
Trust sites as required to complete on site tasks.
Keep
abreast of IT developments and technologies in order to effectively carry out
the duties of the post and make recommendations for bringing benefits to our
customers and improving service delivery.
Job description
Job responsibilities
Manage
ICT Servicedesk services to support IT services Trustwide.
Ensure
effective coordination between IT teams and other Trust teams.
Manage
the provision of an IT procurement, billing and monitoring service including
ordering and invoicing.
Day to
day management of Trusts IT incidents and requests to ITIL standards.
Assist in
the development and maintenance of documentation and procedures.
Ensure
effective and efficient customer service.
Produce
timely and accurate reports on the performance of the ICT team and systems.
Work with
external suppliers to ensure the Trust achieves best value for money in the
purchase of ICT equipment and services.
Develop
and implement protocols and training procedures for Infrastructure support
staff.
Ensure
effective documentation of ICT procedures and policies.
Manage an
inventory of ICT hardware and software.
Ensure
the Trust is able to meet its Service Level Agreements with 3rd party and other
NHS organisations.
Assist in
the implementation of audit requirements.
Manage
the provision of IT user accounts.
Monitor
and report on performance and targets of the customer services team.
Ensure
the correct and safe use of ICT equipment.
Support
the Trusts digital strategy.
Management
of departmental and non-clinical IT systems support
Plan and
manage the deployment of Trust wide projects
Develop
and implement standards, policies and procedures for use with Health
Informatics
Developments
and management of business continuity services and disaster recovery provision.
Where
required, develop and plan for any changes to requirements surrounding
training, new work, changing practices etc.
Produce
complex ad-hoc reports for all levels of Trust staff and external suppliers,
where necessary adapt or provide new methods of interrogation and when
requested provide an analysis at the required level.
Manage
the training needs and development needs of the ICT Servicedesk staff.
Manage
the effective delivery of IT services across the Trust.
Act as an
escalation for the ICT Servicedesk team staff with incidents and requests.
Assist
with planning and support of BAU system and device upgrades.
Ensure
ITIL processes are followed.
Support
ICT users to investigate IT operational requirements functions that contribute
to improvements in the application of IT and the development of new or changed
processes/procedures and ICT Infrastructure.
Ensure
RCAs are completed with the intention of identifying what went wrong, right
and what can be done to improve the response in the future. Outcome of the
review should also identify how to prevent the reoccurrence of the major
problem.
Travel to
Trust sites as required to complete on site tasks.
Keep
abreast of IT developments and technologies in order to effectively carry out
the duties of the post and make recommendations for bringing benefits to our
customers and improving service delivery.
Person Specification
Experience
Essential
- Experience and knowledge of the provision and management of a busy ICT Servicedesk , using a number of different and interconnected technologies. Detailed knowledge of Servidesk and ICT support.
Desirable
- Knowledge of
- best practice in the field of
- Information and Communications
- Technologies
Qualifications
Essential
- Educated to degree level or equivalent
- qualifications or experience in relevant
- subjects and fields, with at least 5 years
- supporting and managing ICT
- environments.
Desirable
- Relevant industry standard
- qualifications.
- ITIL Awareness or certification.
- CSI Awareness
- SDI Awareness
Special Skills & Knowledge
Essential
- Knowledge and understanding of ICT support.
Desirable
- Wide experience of health service operations and health informatics.
- Prince 2 Project management
- experience.
Special Requirements
Essential
- Ability to travel between sites as required and participate in the team out of hours oncall rota.
Person Specification
Experience
Essential
- Experience and knowledge of the provision and management of a busy ICT Servicedesk , using a number of different and interconnected technologies. Detailed knowledge of Servidesk and ICT support.
Desirable
- Knowledge of
- best practice in the field of
- Information and Communications
- Technologies
Qualifications
Essential
- Educated to degree level or equivalent
- qualifications or experience in relevant
- subjects and fields, with at least 5 years
- supporting and managing ICT
- environments.
Desirable
- Relevant industry standard
- qualifications.
- ITIL Awareness or certification.
- CSI Awareness
- SDI Awareness
Special Skills & Knowledge
Essential
- Knowledge and understanding of ICT support.
Desirable
- Wide experience of health service operations and health informatics.
- Prince 2 Project management
- experience.
Special Requirements
Essential
- Ability to travel between sites as required and participate in the team out of hours oncall rota.
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.
Employer details
Employer name
County Durham & Darlington NHS Foundation Trust
Address
Darlington Memorial Hospital NHS Trust
Hollyhurst Road
Darlington
County Durham
DL3 6HX
Employer's website
https://www.cddft.nhs.uk/ (Opens in a new tab)
