IT Service Desk Team Leader

Job description

Job responsibilities

This will include but not be limited to the following activities:

The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices. Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible. To assist the Service Desk Manager with the management of the IT Service Desk, to provide a comprehensive and effective IT support service to Milton Keynes University Hospital based on the ITIL methodology. The post-holder will contribute in the role of ITIL Incident Manager.

Applications

The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/eCARE), Pathology System and a Radiology System through to an Office suite and our internally developed applications. Youll be expected to have or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff.

Hardware

The post holder will be expected to provide on occasion expert support on hardware which may include, laptops, mobile devices.

Documentation

The post holder will assist with the following activities: The creation and on-going maintenance of Standard Operating Procedures used within the group. The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff. The maintenance of standard Service Desk request forms and documentation to be used by and accessible to all Trust staff.

Communication

Effective and timely communications is an essential activity of the role and the IT Service Desk Team Leader will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include: Communicating the progress of logged incidents, problems and changes. Assist with communication to key stakeholders and system owners in connection with IT major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).

Training

The post holder will understand the importance of training for both IT and non-IT staff and as such will be required to guide users through sometimes complex problems advising them of best practice and standard procedures.

The post holder may be required to provide one to one training for users with reporting specific known incidents, this training may take the form of guidance through remote based tools or utilising communication skills to guide users over the telephone, alternatively this make be via face-to-face demonstration.The post holder will be expected to take an active role in the development of other staff through documentation and skills transfer.

Please refer to the job description for further details.

Person Specification

Qualifications and knowledge

• IT related degree or equivalent qualification/relevant experience
• Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience.
• Evidence of continual personal development.
• Knowledge of service delivery / process management.

• ITIL Foundation qualified and significant practical knowledge and experience of effectively implementing and managing an ITIL based Service Desk

Experience

• Significant experience in the IT industry
• Knowledge and experience of a busy IT Service Desk environment
• Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology.
• Demonstrable experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment.
• Previous experience working in a Customer Service / Service Desk Role.
• Previous experience of using Service Desk Management Tools

• Previous experience of using Microsoft administration tools.
• Experience in a team lead role
• Experience of providing an IT Service within an acute hospital.

Skills

• Excellent planning and organisational skills. With the proven ability to produce work to a high standard without supervision
• Proven time management skills
• Sound analytical and problem solving skills
• Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service
• Commitment to continuous professional development personally.
• Ability to work without direct supervision
• Proven ability to communicate with all levels of staff.

Personal and people development

• Ability to remain calm and composed in high pressure situations
• Self-motivated and able to work to tight deadlines with a flexible approach to work.
• Able to form good working relationships with staff in the Trust and partner organisations.
• Willing to develop own skills and knowledge.
• Ability to work as a member of a team
• Excellent inter-personal skills.

Communication

• Ability to interpret and communicate complex technical information to both technical and non-technical staff
• Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organisation
• Requires excellent communication. skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff

Specific requirements

• Able to perform the duties of the post with reasonable aids and adaptations.

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

Milton Keynes University Hospital NHS Foundation Trust

Address

IT Technical Services (Dept)

Milton Keynes

MK6 5LD

Employer's website

https://www.mkuh.nhs.uk/working-at-mkuh