Job description

Job responsibilities

The post-holder will be accountable for the management, development, and maintenance of several IT systems within the NPIC Programme. It will involve ensuring that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreements (SLAs). The candidate will manage and support the System Administrators enabling them to provide the best service to customers possible.

The post holder will liaise with senior managers, clinicians and system users across a national footprint with, directorates and partner organisations. The post holder will work with partners and the local Informatics Departments to assist in the development of any necessary interfaces. In addition, the post holder will be responsible for the provision of an effective, efficient and robust information capture and analysis service to meet national, regional and local business requirements and essentially improve recording and reporting for the patients and services in the Trust.

The role will align the Service Desk with ITIL4 processes and best practice.

Duties and responsibilities include:

To investigate and implement resolution to incidents which have breached SLA.

To investigate customer complaints.

To investigate and analyse any re-opened calls.

To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within Trust.

Uses coaching to promote ownership of learning and quality improvement.

Facilitates team working and collaboration within teams / departments and across organisational boundaries.

To lead, inspire and motivate others to high performance by agreeing clear goals and objectives, providing support and guidance and creating opportunities for development

o To contribute to the development of a culture of high engagement, where staff are empowered and entrusted to provide the best services and care for patients

o To promote and facilitate innovation and continuous improvement to deliver better services for service users and patients.

To demonstrate Trust core values and behaviours.

To supervise and support the Service Desk staff, providing effective and efficient 1st line incident recording and support and 2nd line remote diagnosis and resolution services for the customer base.

To monitor and report key performance indicators on the delivery of Service Desk services against agreed Service Levels.

To plan, and re-organise as necessary, the teams work priorities to meet or exceed agreed Service Levels.

To participate in IT project delivery, providing advice and support as required where projects and initiatives include potential changes to the services provided by the Service Desk, or where such projects and initiatives could be assisted by the introduction of changes to Service Desk services.

To act as specialist for advice and diagnosis escalation for the Service Desk team and other colleagues and customers outside the team requiring such support.

To develop and implement appropriate policies and procedures with the Service Desk team to ensure service quality and consistency.

To ensure that all incoming requests to the IT Service Desk are recorded, and that all incidents are processed according to procedure in an accurate and timely fashion.

To ensure that all incidents are assigned and escalated appropriately to assist all Digital Services team to meet or exceed agreed Service Levels.

- Administration of the ITSM tool. To ensure the system is up to date and to continually review the quality of the system. Engage with ITSM vendor for any new upgrades, patches and releases.

Person Specification

Qualifications

Essential

• Degree or equivalent experience in an IT-based subject which incorporates elements of practical hardware and software support or service delivery.
• ITIL Service Management certification.

Desirable

• Certification/accreditation in specific IT products or technologies, such as MS Office.

Experience

Essential

• Experience of managing an IT Service Desk.
• Experience in supervising 1st Line IT support staff in a performance-critical environment.
• Experience in the support of corporate IT systems.
• Experience of Automated Call distribution and IT incident management systems.

Desirable

• Experience of IT Service Management (ITSM)
• Experience with endpoint monitoring and management tools, such as Remedy on Demand (RoD), BMC Helix or Service Now (or equivalent
• Experience of leading on, and supporting, complex IT deliveries.
• Previous healthcare experience.

Skills & behaviours

Essential

• Work with minimal supervision, managing daily workloads.
• Demonstrate coaching and mentoring practices and tools.
• Learning agility and commitment to self-development.
• Must be skilled in a variety of PC software packages including Microsoft Office, directory management, remote control, and security remediation tools.
• Good oral and written communication skills.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF