Job summary
The North Central London (NCL) Integrated Care Board is part of the NCL Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.
The ICT department is a forward-thinking and innovative service that is focused on delivering a high quality, resilient ICT service to our corporate and primary care colleagues across NCL. Delivered through the provision of infrastructure, technology and informatics to understand the outcomes of ICB investment, our aim is to ensure that technology, data and infrastructure are optimally designed and delivered to achieve maximum benefits for the patients of North Central London.
We are seeking to recruit a motivated and dynamic Service Desk Team Lead to join us in our journey, embracing transformational change through the use of new technologies and automation across our organisation.
Please clearly indicate in the supporting statement section of your application form, your specific skills and experience relevant to the role. To discuss this role please contact: jamie.neill@nhs.net
We cannot accept CVs, please complete a full application to be considered.
Closing date for applications is midnight on 23 April 2024.
Main duties of the job
Key Responsibilities:
As a Service Desk Team Lead, you will play a crucial role in ensuring the efficient and effective operation of the NCL ICB and GP Practices. Your responsibilities will include:
- Collaboration: Working closely with ICT colleagues to address technical challenges and improve overall system performance.
- Customer Service: Ensuring a high level of customer satisfaction through effective communication and problem-solving.
- Team Management:Leading, mentoring, and developing a team of service desk analysts to ensure they are providing high-quality support.
- Performance Monitoring:Monitoring the performance of the service desk team, identifying areas for improvement, and implementing changes to enhance service delivery.
- Reporting:Preparing regular reports on service desk performance, including metrics such as call volume, resolution times, and customer satisfaction.
- Process Improvement:Continuously reviewing and improving service desk processes and procedures to enhance efficiency and effectiveness.
- Technical Support: Providing first-line remote technical support to end-users, resolving issues promptly and efficiently as well as being a technical point of escalation.
- Incident Management: Logging and categorising incidents, escalating where necessary, and ensuring timely resolution, includng end-to-end management of the major incident process.
About us
On 1 July 2022, NHS North Central London Integrated Care Board (NCL ICB) was established. The ICB is part of North Central London Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.
ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of ICSs:o to improve outcomes in population health and healthcareo tackle inequalities in outcomes, experience and accesso enhance productivity and value for moneyo help the NHS support broader social and economic development.
North Central London's population is incredibly diverse, and continues to grow and change. This brings pressure and challenges for the local health and care services that NCL ICB commissions - or buys - on behalf of residents. NCL ICB works closely with Councils, providers, general practices, voluntary, community organisations, and unions, to achieve our shared aims.
NCL ICB values our staff, our partners and their expertise to deliver the best health and care possible for the patients and residents of North Central London.
Job description
Job responsibilities
Requirements:
To be successful in this role, you should possess the following:
- Experience: Proven experience in a similar role, preferably within a healthcare or IT support environment.
- Technical Skills: A good understanding of IT systems, hardware, and software. Familiarity with common service desk tools and incident management systems.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
- Customer Focus: A strong commitment to providing exceptional customer service and a proactive approach to problem-solving.
- Team Player: Ability to work collaboratively with a diverse team and stakeholders.
- Flexibility: Willingness to work in a fast-paced environment and adapt to changing priorities.
Please see the attached Job Description for full duties and responsibilities.
Job description
Job responsibilities
Requirements:
To be successful in this role, you should possess the following:
- Experience: Proven experience in a similar role, preferably within a healthcare or IT support environment.
- Technical Skills: A good understanding of IT systems, hardware, and software. Familiarity with common service desk tools and incident management systems.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
- Customer Focus: A strong commitment to providing exceptional customer service and a proactive approach to problem-solving.
- Team Player: Ability to work collaboratively with a diverse team and stakeholders.
- Flexibility: Willingness to work in a fast-paced environment and adapt to changing priorities.
Please see the attached Job Description for full duties and responsibilities.
Person Specification
Education / Qualifications
Essential
- oEducated to Degree level in a relevant subject or equivalent level qualification or significant experience of working at a similar level in a specialist area.
- oEvidence of continued professional development.
- oFoundation qualification in ITSM.
Desirable
- Post-Graduate qualification in a technical subject.
- Practitioner qualification in ITSM.
Experience
Essential
- oSignificant experience of providing IT leadership and support to a technical support group.
- oExperience of managing risks and reporting.
- oExperience of creating and refining IT business processes.
- oExperience in the management of an ITIL aligned Service Desk.
- oDemonstrable experience in a Healthcare environment.
- oExtensive experience of working in a busy IT department with multi-channel user access.
- oWorking to agreed SLA's and articulating trends to senior management.
- oPrepare and produce concise communications for dissemination to stakeholders as required.
- oExperienced in the effective use of support tools and technology including Microsoft Azure/Entra ID and BeyondTrust.
- oExperienced in supporting all Microsoft desktop operating systems and Office software.
Desirable
- ServiceNow advanced user.
- Creation of informative dashboards for ServiceDesk Analysts.
- Advanced experience in use of MDE and Intune.
- Advanced SharePoint Administrator.
Knowledge/Skills/ Abilities
Essential
- oKnowledge of the management of core ITIL Incident, Problem, and Change Management processes.
- oComprehensive knowledge of project principles, techniques, and tools.
- oKnowledge of Service Desk Institute best practice.
- oUnderstanding of Primary Care ICT and the HSCN network.
Desirable
- RingCentral call centre and reporting capabilities.
Person Specification
Education / Qualifications
Essential
- oEducated to Degree level in a relevant subject or equivalent level qualification or significant experience of working at a similar level in a specialist area.
- oEvidence of continued professional development.
- oFoundation qualification in ITSM.
Desirable
- Post-Graduate qualification in a technical subject.
- Practitioner qualification in ITSM.
Experience
Essential
- oSignificant experience of providing IT leadership and support to a technical support group.
- oExperience of managing risks and reporting.
- oExperience of creating and refining IT business processes.
- oExperience in the management of an ITIL aligned Service Desk.
- oDemonstrable experience in a Healthcare environment.
- oExtensive experience of working in a busy IT department with multi-channel user access.
- oWorking to agreed SLA's and articulating trends to senior management.
- oPrepare and produce concise communications for dissemination to stakeholders as required.
- oExperienced in the effective use of support tools and technology including Microsoft Azure/Entra ID and BeyondTrust.
- oExperienced in supporting all Microsoft desktop operating systems and Office software.
Desirable
- ServiceNow advanced user.
- Creation of informative dashboards for ServiceDesk Analysts.
- Advanced experience in use of MDE and Intune.
- Advanced SharePoint Administrator.
Knowledge/Skills/ Abilities
Essential
- oKnowledge of the management of core ITIL Incident, Problem, and Change Management processes.
- oComprehensive knowledge of project principles, techniques, and tools.
- oKnowledge of Service Desk Institute best practice.
- oUnderstanding of Primary Care ICT and the HSCN network.
Desirable
- RingCentral call centre and reporting capabilities.
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.
