Service Desk Supervisor

5 months ago

Dartford, United Kingdom Oxleas NHS Foundation Trust Full time

This role is to supervise and manage the ICT Service Desk team, providing a high-quality service, which is the first point of contact for all staff within Oxleas NHS Foundation Trust when accessing support for IT systems. This will be in addition to receiving calls from external organisations. To manage the day to day function of the ICT Service Desk team, supporting the Service Desk Manager to ensure effective prioritisation and to develop service efficiency. The high performance of the ICT Service Desk is critical to ensure all Trust systems are working efficiently.

Key Task and Responsibilities

To regularly review incident and service request prioritisation by determining the impact on Trust business/services and the urgency with which a resolution or work-around is needed

To identify and implement improvements to continuously strengthen performance and user satisfaction levels of Trust wide IT systems

To produce and maintain a ‘known errors’ catalogue

To identify and implement developments for the Service Desk Management System including configuration changes.

To help produce and present management information reports on call trends and incident/service request reporting in order to develop and continually improve IT services working with the Service Desk Manager

To provide an escalation path for dissatisfied users to raise issues with

To be responsible for developing and monitoring the efficiency and effectiveness of the IT Incident and Service Request Management process

To regularly assess and analyse the status and progress of incidents and service requests to take appropriate action without reference to management

To review the data quality of the calls that have been logged and identify areas for improvement

Develop and implement changes to improve data quality

To manage the incident and service request life-cycle, including closure and verification of a satisfactory resolution

To monitor and identify incidents and requests that need to be escalated

Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children’s centres, schools and people’s homes.

We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary’s Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.

Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
We’re Kind

We’re Fair

We Listen

We Care

Key Task and Responsibilities

In conjunction with key stakeholders, to develop and implement a prioritisation system for calls logged with the Service Desk, including targets around the length of time to respond to and fix faults and to ensure that these are met

To regularly review incident and service request prioritisation by determining the impact on Trust business/services and the urgency with which a resolution or work-around is needed

To identify and implement improvements to continuously strengthen performance and user satisfaction levels of Trust wide IT systems in order to ensure that the Trust IT Strategy is fully achieved

To develop and introduce more efficient processes to minimise possible complaints

To produce and maintain a ‘known errors’ catalogue

To identify and implement developments for the Service Desk Management System including configuration changes.

To help produce and present management information reports on call trends and incident/service request reporting in order to develop and continually improve IT services working with the Service Desk Manager

To develop, produce and present Key Performance Indicators on a monthly basis from the Service Desk Management Systems using a number of different reporting tools

To provide an escalation path for dissatisfied users to raise issues with

Investigate and resolve complaints regarding the performance of the Service Desk, responding to the complainant with the outcome of investigations within agreed timescales

To cover

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