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Senior 2nd Line Technical Support Team Leader
3 months ago
The post holder will provide support to field engineer's (2nd line) and actively participate in the support of all I.T systems and hardware including telephone hardware, within the contractual Service Level agreements.
To ensure I.T expertise and support is provided within the health community following standardised processes, ensuring reliability of hardware and efficiencies savings where deemed appropriate.
To work in a senior advisory capacity as well as support and provide a resolution (fix) to the customers and direct end users.
Lead and coordinate any project requests that are requested from our customers, ensuring that the appropriate resource is allocated.
The post holder will assist in the provision of an effective Health Informatics service delivery function across all supported customer organisations and will contribute to an environment of continuous service improvement.
Understand relevant developments within the NHS environment and beyond
Interpret customer requirements and provide advice on potential solutions
Participate in the development of work programs
Plan and manage activities to deliver agreed work programs
To review any queries the field engineers are unable to resolve. Ensuring problem identification and analysis of complex faults is captured, which may fall outside of standard operating procedures.
Provide instruction where appropriate to members of the field engineer's regarding fault resolution. If the query cannot be resolved then ensure escalation to the appropriate support group.
See job description for further details
The Health Informatics Service bases its IT Service Management processes around the IT Infrastructure Library's (ITIL) in line with IT Service Management Best Practices.
It is essential for the post holder to recognises the absolute dependence our client organisations place on their Information and Communications Technology infrastructure services.
The Health Informatics Services (THIS) has a duty of care to provide safe, secure and robust IT service functions; with experienced professional service personnel at the heart of its IT support operation.
- Understand our customers and their objectives.
- Understand relevant developments within the NHS environment and beyond.
- Interpret customer requirements and provide advice on potential solutions.
- Participate in the development of work programmes.
- Ensure regular data quality checks are undertaken.
- Plan and manage activities to deliver agreed work programmes.
- To assist in the provision of an effective Health Informatics Service Delivery service across the Customer base.
- To assess and coordinate your daily activity and prioritise jobs effectively; as per procedures to ensure customer satisfaction at all times and to eliminate any potential clinical or security risks.
