Service Desk Supervisor
6 months ago
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 the Service Desk should there be insufficient staffing levels to ensure that an adequate service level is maintained To be responsible for developing and monitoring the efficiency and effectiveness of the IT Incident and Service Request Management process To make recommendations for improvement and implement changes as required 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 To prioritise own workload, demonstrating effective time management and appropriate use of resources Management responsibilities To be responsible for the maintenance of the Service Desk Management System To identify, investigate and manage IT security breaches in accordance with the Data Protection Act 1998, Computer Misuse Act 1990 and the Trust IT Security Policy and liaise with appropriate ICT Managers To promote a positive and professional image of the ICT department To monitor queued calls to the Service Desk and ensure adequate staffing levels at all times Assist the Service Desk Manager to meet departmental objectives Deputise for the Service Desk Manager in their absence Represent the ICT Service Desk by attending meetings as appropriate To develop and organise the Service Desk team work rota ensuring that the Service Desk calls are responded to at all times To manage the day to day workload of the Service Desk team to ensure effective workload planning, prioritisation and allocation of high numbers of Service Desk calls Assist the Service Desk Manager in the selection and recruitment of staff within the Service Desk team, including the production of job descriptions, person specifications and adverts. Leadership Through analysis of Service Desk call logs and other records to proactively identify Trust staff IT training needs and highlight these to the Service Desk Manager to ensure consistent IT user knowledge in all areas across the Trust To train the Service Desk team on the implementation of any new Service Desk processes, policies and procedures To ensure Service Desk staff practise excellent customer service skills To motivate, support and encourage the Service Desk team to remain positive at all times when dealing with unpredictable situations To ensure all Service Desk staff are aware and comply with the Trusts Mandatory Training programme Ensure that the performance of Service Desk staff is actively managed through the Trusts Performance Development Review System ensuring they receive effective supervision to optimise their performance Responsible for undertaking appropriate action, in relation to Service Desk staff discipline, grievance, poor performance and sickness in accordance with the Trusts disciplinary procedures Manage all staffing absence including Annual Leave To take part in regular personal development review programmes To undertake any additional duties as directed by the Information Service Desk Manager To comply with all Trust policies and procedures as they apply Communication To develop and maintain documented Service Desk processes, procedures and practises Devise and implement best pra
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Service Desk Supervisor
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