Digital Services Service Desk Team Supervisor

Job description

Job responsibilities

Key Responsibilities:

Supervisory responsibility for the Digital Services Service Desk Function

Appraisals for all Digital Services Service Desk staff

Manage day-to-day relationships and request fulfilment with the users of the Trust.

Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required.

Line Management of the IT Service Desk Operatives/Analysts providing call handling

management and 1st Level technical support.

Provide empowerment, coaching and motivation to the IT Service Desk team, to delivery service.

Implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function.

Follow the ITIL method of Service Desk to include:

o Single Point of contact (SPOC) o Single Point of entry o Single Point of exit o Easier for customers

o Streamlined communication channel.

o Incident Control: Life-cycle management of all service requests

o Communication: keeping customers informed of progress and advising on workarounds

Key Performance Indicator (KPI) establishment and reporting

Supervise the IT Service Desk for day-to-day monitoring and KPI reporting.

Assist in ensuring adherence to process and policies for successful delivery by the team and or for the service.

Assist in managing of asset inventories and its component lifecycles.

Display confidence and provide outstanding service, mentoring team staff and providing advanced trouble shooting as required.

Assist in the adoption of incident and problem management and to act as the central point-of contact for service escalation, ensuring Workspace Manager is kept informed.

Ensure adequate and regularly tested continuity plans are available to be used in the event of a disaster.

Assist other IT Teams as needed in an efficient and effective manner.

Produce weekly reporting statistics as needed to feed into the IT Operational Meeting

Undertake any other reasonable duties as negotiated with the Deputy Director of IT.

The above indicated the main duties of the post, which may be reviewed in the light of experience and

developments within the Service. Any review will be undertaken in conjunction with the post holder.

Communication:

Communicate effectively, both formally and informally with stakeholders across the Trust and external suppliers.

Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business.

Negotiate with users, including clinicians and managers.

Ensure all communication is clear and concise and contains no technical jargon when

communicating with the business.

Human Resources:

Motivate IT Service Desk Staff

Provide training and adherence to policies and procedures.

Regular supervision 1-2-1/team meetings

Assist in performance reviews.

Line Management of the Digital Services Service Desk Team

Manage NHSP system for contractual staff in IT Service Desk

Responsible for completing E-Rostering for the team regularly throughout the month and ensure this is checked and finalised by the IT Service Delivery Manager before the due date.

Lead on the full recruitment process for the Service Desk team; to maintain the consistent support quality.

Planning:

Assist in predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service.

To develop and maintain standards of ITIL compliance.

Delivery of Service:

To deliver Digital Services Service Desk services to the Digital Services department and Trust taking ownership and resolving requests in line with policy, procedures, SLA and OLA requirements

Assist with change management within the team, ensuring change requests to systems are adequately reviewed to ensure minimum negative disruption and successful delivery.

Produce reports/dashboards from the Digital Services Service Desk, highlighting improvements and weaknesses.

Develop a training plan to increase 1st line resolution.

Create/Manage and review best solutions to request management and create a central working knowledge base.

Ensure stretch targets are met in terms of call answering and call resolution for IT Service Desk

Ensure team is equipped with the necessary skills and resources to meet changing and

increasing demands on the service.

Playing a pivotal role in performing the current State review/gap analysis of the existing ticketing tool and working with an external vendor to align in line with our support requirements.

Participating in monthly external supplier review calls to assess the service level agreements and explore and provide opportunities for improvements.

Review the current support process and identify the potential scope of improvements in line with Trust guidelines to enhance the end user experiences.

Support on the Joiners, Movers and Leavers automation process

To support the business and operational managers to understand business process change and benefits realisation during the implementation of Digital Services

Providing helpful and considered analysis of processes and Digital Services capabilities to support service priorities.

To work with service delivery management, review proposed benefits and risks in the new/redesigned processes, confirms the acceptance criteria for these processes, and ensures that they are properly documented in the business justification.

IT Security:

Assist in the adoption of good practice in-line with ITIL, Information Governance Toolkit and CfH recommendations for IT Solution procedures and practice.

Report and record breaches of security to the Trusts Data Protection and IT Security Lead

Other:

Provide support to staff within different functions of the IT Department

Ensure all IT Service Desk staff have professional development plans which identify training and development needs.

Documentation kept up to date.

Supervise the resolution of any complaints / requests that arise or escalate accordingly.

Liaise with managers and peers on IT Services

Leadership:

Undertake learning and practice in the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.

Identify goals and objectives and motivating and leading others towards their achievement.

Undertake study, learning and, where possible, practice in IT concepts and techniques external to own function.

Increase and maintaining currency of knowledge of broader IT issues through reading, attending seminars or conferences, special studies, temporary assignments etc.

Behavioural Skills:

Meet targets and fulfilling agreements even when adverse circumstances prevail.

Understand the needs, objectives and constraints of those in other disciplines and functions.

Work co-operatively (rather than competitively) with others to achieve the goals of the Trust.

Person Specification

Qualifications

• Educated to a degree level or equivalent plus knowledge, skills and experience
• Awareness of ITIL v3

• ITIL v3 Practitioner
• ITIL v3 Foundation

Experience, Knowledge and Skills

• Good working knowledge of Microsoft Office applications and other common desktop software as antivirus and productivity
• Evidence of further professional development
• Excellent Customer Service Skill
• Sufficient and appropriate experience of providing 1st/2nd level Operational Services support in a corporate networked environment
• Ability to produce / maintain clear precise records (A/I)
• Understanding of Service Level / Operational Level Agreements and their usage (A/I)
• Understanding of ITIL and key principles (A/I)
• Significant supervisory in an IT Service Desk (A/I)
• Supervising in a customer focus used environment (A/I)
• Strong and varied technical, support and customer-based experience in a Service Desk / Service Desk environment (A/I)
• Strong people management skills (A/I)
• Good negotiation skills (A/I)
• Strong Communication skills (A/I)
• Excellent, precise written and verbal communication skills (A/I)
• Logical and reasoned approach to all work aspects (A/I)
• Facilitation of a customer focused culture within a team (A/I)
• Ability to work under pressure to tight constraints (A/I)
• Demonstrate initiative and ability to take responsibility (A/I)
• Ability to manage and resolve customer complaints (A/I)
• Self-Motivated with a strong work ethic and desire to progress (A/I)
• Excellent team skills and ability to work with all Trust Individuals / teams and departments (A/I)
• Produce documentation and reports to a high standard (A/I)
• Ability to liaise between all levels of staff (A/I)
• Ability to engage and help staff who do/do not report directly to the post holder (A/I)
• Analyse, interpret and understand user data formulating it into a usable IT Incident / Request (I)

• Relevant experience in supporting users with various operating systems / devices (A/I)
• Management within an NHS environment (A)
• Developing operational policies, procedures and knowledge articles (A/I)
• Express/translate complex issues in an easily understood manner to a range of audiences (I)
• Awareness of COBIT (A)

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.

Certificate of Sponsorship

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.

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.

Employer details

Employer name

South London and Maudsley NHS Foundation Trust

Address

St Paul's

St Paul's House, Edison Road

Bromley

BR2 0EP

Employer's website

https://www.slam.nhs.uk/