Digital Service Desk Team Leader
Job summary
University Hospitals of North Midlands is currently unable to provide sponsorship this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.
The post holder will manage day to day activities of the IM&T Service Desk Team, providing support to the ICT Service Desk Manager. The post holder will provide general administration duties which will include composing of general letters, receiving telephone calls / communication with third party suppliers. Supporting the Service Desk with call handling of a technical IT nature during busy periods.
Main duties of the job
To work closely with all IM&T teams on user issues and problem resolution and to provide cover when required.
Reviews service-related issues with the ICT Service Desk Manager.
To work closely with other Digital Teams on user issues and problem resolution
Providing cover for the ICT Service Desk during sickness and annual leave and to participate in an on-call rota, providing a 24 hours, first line support service to users.
Day to day management for the IM&T Service Desk Team
To co-ordinate the Problem Management Incidents
To work closely with other IM&T teams and the IM&T Service Delivery Manager to ensure that relevant support documentation is in place.
To provide feedback on divisional usage of the IM&T online call logging system to ensure maximisation of performance.
To ensure all Service Desk incidents are prioritised to agreed standards, monitoring completion timescales and reporting timescales and outcomes to Trust staff.
To work flexibly in order to deliver the Directorate agenda and to offer support to other colleagues including cover in times of absence.
Works with the ICT Service Delivery Manager to implement local policy / procedures into own section.
Direct Line Manager for Service Desk Agents.
Provides training to any new recruits joining the team
About us
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Job description
Job responsibilities
The post holder will manage day to day activities of the IM&T Service Desk Team, providing support to the ICT Service Desk Manager. The post holder will provide general administration duties which will include composing of general letters, receiving telephone calls / communication with third party suppliers. Supporting the Service Desk with call handling of a technical IT nature during busy periods.
Person Specification
Qualifications
- Educated to GCSE Level or Equivalent relevant experience
- Relevant IT Specialist Course
- Obtained or working towards EDCL
Experience
- oExperience in working in a busy ICT Service Desk Environment
- oProblem Solving within a mixed computing environment
- oInfluencing the application of IT to working practices
- oGood communication and the ability to diplomatically deal with users of mixed IT ability
- oExperience of managing or deputising a busy IT Service Desk
- oExperience of line managing a team of Service Desk agents
- oExperience of testing newly developed software and reporting problems / issues
- oExperience of working in an NHS organisation
- oExperience of Customer Relation Management
Skills, Ability & Knowledge
- oMulti-tasking ability required to deal with multiple incidents awaiting resolution
- oFlexible attitude to priorisation of workload
- oAbility to work as part of a multi-disciplinary team
- oExcellent written and verbal communication skills
- oHigh Level of interpersonal skill, including active listening and understanding
- oBroad knowledge of IT Products, services and Terminology
- oAbility to handle confidential information
- oAbility to manage team resource and future planning
- oRoot cause problem solving
- oTo work with internal stakeholders and third-party suppliers to deliver value for the the Trust
- oAbility to think creatively, applying results of external research and best practice
- oAbility to quickly assimilate new technologies / systems
- oUnderstanding of ITIL working practices
Personal Qualities
- oAbility to work flexibly
- oGood attendance record
- oAbility to think rationally during periods of stress and pressure
- oAbility to work on call within the Service Desk 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.
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
University Hospital of North Midlands NHS Trust
Address
Royal Stoke University Hospital
Newcastle Road
Stoke-on-Trent
ST4 6QG
Employer's website
https://www.uhnm.nhs.uk