Service Desk Team Leader

2 weeks ago


Sheffield, United Kingdom Sheffield Health & Social Care NHS Foundation Trust Full time

This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution. It will also be responsible for the continuity of service provision by co-ordination of day-to-day activities of IT Service Desk Technicians.

The post holder will manage rotas and take responsibility for incident and call management processes. They will act as a point of escalation for the IT Service Desk Technicians and also deal with any customer service issues that may arise. They will co-ordinate all general administration activities such as updating, maintaining and the development of the IT Service Management Toolset (Sunrise). This includes the Service Catalogue, the Configuration Management Database (CMDB) and service documentation, i.e. triage scripts, Standard Operating Procedures (SOPs) and general support documentation.

They will ensure incidents are resolved within the priority time assigned. Finally they will be responsible for the correct recording of information relating to incidents and service requests and will ensure that information is cascaded and escalated where appropriate.

The role will involve dealing with a high volume of interactions with all stakeholders. The post holder will need to be accurate, pro-active, able to work as part of a team and resolve problems that occur.

The Digital IT Service Desk provides 1st and 2nd line services to the trusts 3000+ users. These can range from software to hardware requests. The operating hours for the department are from 08:30 - 17:00 Monday to Thursday and 08:30 - 16:30 on a Friday.

To manage the provision of a responsive and customer focused front line Service Desk team for all users of the Trust’s Information, Management Systems and Technology services.

To be responsible for the operational delivery and continuing service improvement of, high quality customer services, operating within agreed service levels, whilst providing excellent value for money.



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