Silver Service/refresh Senior Team Leader

6 months ago

Elland, United Kingdom Calderdale and Huddersfield NHS Foundation Trust Full time

The post holder will provide support to Silver Service and Refresh technicians and actively participate in the support of all I.T systems and hardware within the contractual Service Level agreements. To ensure I.T expertise and support is provided within the GP localities following standardised processes, ensuring reliability of hardware and efficiencies savings were 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 also contribute to an environment of continuous service improvement.

The post holder will co-ordinate a team of approximately seven Silver Service and Refresh technicians on a day-to-day basis. They will assist the Service Manager with all staff development through the delivery of Personal Development Reviews (PDR’s) and mandatory training (EST).

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

review any queries the technicians 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 teams regarding fault resolution. If the query cannot be resolved, then ensure escalation to the appropriate support group

Monitor performance of technicians ensuring appointments, response and resolution times are in line with service specification. Make adjustments to working patterns and procedures of staff to ensure maximum efficiency

Deal with complaints and escalations from Service Delivery users, ensuring issues are dealt with proactively and in line with complaints procedures and to full resolution whilst keeping the customer and IT leads informed at all times

Provide management and leadership to staff within the team, ensuring staff performance and development (PDR) is maintained and recorded.

Provide managerial support to the technicians in line with ITIL best practice. Working closely with the Service Delivery and Service Account Managers

Provide training and on-going support to new and existing members of the team.

Please see full Job Description for further details

We employ more than 6,500 staff who deliver compassionate care from our two main hospitals, Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, health centres and in patients’ homes. We also are incredibly proud to have almost 150 volunteers here at CHFT.

The Health Informatics Service (THIS), hosted by Calderdale and Huddersfield NHS Foundation Trust (CHFT), provides a broad range of IM&T services across many diverse customer organisations. A large part of this provision is made up of Service Delivery Support Services. These services are based around those functions that provide people, who have highly developed specialist knowledge, skills and experience to facilitate, train, manage and advise across a whole range of IM&T related skills.

Administration of the asset management system, ensuring that all assets are recorded accurately to the standards set by THIS

Where necessary take ownership of problems and work with other specialist agencies (who may be internal or external) for resolution and ensure prompt response from such a referral

To assist with the implementation of new systems and take an active part in IT Projects as deemed appropriate by the Service Account Managers and the Service Delivery Operational Manager

To give advice on the IT support elements of new systems which are being proposed, procured or implemented, specifically to ensure that when installed then they can be easily and safely supported

Liaising with third-party support suppliers

To liaise with users to ensure problems are resolved quickly and efficiently, ensuring service users are informed on status and progress of incidents logged and that any updates are provided in a timely manner

The post holder must be able to travel at short notice to other localities within the business environment as and when required in order to provide managerial support to all staff.

To support changes across the GP localities, technology & process boundaries.

To raise the profile of the Informatics IT service, in particular to establish a reputation for providing an effective and responsive service.

To adhere to all system documentation and to notify the Service Delivery Manager if changes are required that should be approved by the Change Approval Board (CAB).

Always provide a high level of customer service and satisfaction.

Ensure all business standards are followed and adhered to.

Please see full Job Description for further details

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