IT Service Desk

5 months ago

Leigh, United Kingdom Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust Full time

The Service Desk & Support Team Leader (Incident Team Leader) are responsible for the management & day to day running of the IT Service Desk and Support Teams within the IT Services Department; this includes the receipt of all issues, queries and requests reported by all Trust users in addition to providing a full Service Desk service to all IT system users.

Ensure that all calls are assessed and responded to promptly and prioritise workloads to facilitate an appropriate resolution for IM&T issues.

Project management and co-ordination of IM&T issues and help move the service to a more proactive problem management culture to ensure correct timescales are met.

A main responsibility is the management of workloads to ensure the continuity of IT & Clinical Support Services throughout the Trust, prioritising and re-scheduling accordingly.

Usually working hours are Mon - Fri either 8-4 or 9-5 dependent on the needs of the business.
- Ensures that a quality Technical Service Support, including a Service Desk, is delivered and that it meets agreed requirements, particularly fit for purpose, efficiency, availability, reliability, usability, performance, security and safety
- Regularly monitors a range of complex incidents, assessing status and speed of resolution of enquires and problems, undertaking site visits to resolve persistent or high impact problems, prioritising and resolving high impact incidents
- Pro-active in devising improvements and recommending changes to systems, products or services, implementing as necessary
- Responsible for all delegated activities and decisions, making reference to the Service Support Manager only by exception
- Ensures adherence to escalation procedures outlined within the IT Service Department Service Charter, being the first escalation level for customer complaints, dealing with the issue to a satisfactory outcome and prevent further escalation
- Ensures all calls are triaged and responded to in line with agreed response and target fix times in the departments Service Charter

Choose Well - Choose WWL

Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement, and living our values ‘the WWL Way’.

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.

On-Call

Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.

Please see attached job description and person specification.

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