Crynodeb o'r swydd
Teitl cyflogwr
Service Desk Team Leader
Band 6
Be part of our BHT family
Buckinghamshire Healthcare NHS Trust (BHT) is an integrated provider of acute hospital and community services for people living in Buckinghamshire and the surrounding area.
We care for over half a million patients every year:
- provide specialist spinal services at our world renowned National Spinal Injuries Centre at Stoke Mandeville Hospital, the birthplace of the Paralympics
- nationally recognised for urology and skin cancer services
- regional specialist centre for burns, plastic surgery, dermatology, stroke and cardiac services
- deliver community services in health centres, schools, patients’ own homes, community hospitals and community hubs.
More than 6,500 people from different nations, cultures and backgrounds work for us.
We would be happy to discuss possible flexible working options. We strive to be a family friendly, inclusive employer.
If you require any assistance in making this application, please contact [email protected] or phone 01494 734868.
We pride ourselves in being a great place to work – and invite you to join our BHT family.
Trosolwg o'r swydd
The remit of the Digital Transformation & Service team is to support the successful delivery of the Trust’s transformational plans acting as the front door for Digital. Across the wider Digital portfolio we are working to the following principles:
Ø Putting users’ needs first
Ø Designing for simplicity
Ø Working in an agile way
Ø Communicating and engaging throughout
All members of the Digital team will strive towards “Applying the culture, processes, business models & technologies of the internet era to respond to people’s raised expectations”
The Service Desk is the central point of contact for Digital queries from staff across the Trust and strives to set the standard of behaviour for customer engagement, playing a key customer advocacy role, developing, and delivering services that support customer needs.
The Service Desk Team Leader is a key role responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. Experience of ITSM systems such as Service Now and ability to use Microsoft Excel are requirements of this role.
The post holder is expected to work with autonomously for the most part but also closely with the Service Desk Manager and the wider digital team to drive service improvements. The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests via telephone, email, telephone, MS Teams and in person.
Prif ddyletswyddau'r swydd
This role requires the ability to develop effective working relationships with colleagues within and beyond Digital Services, to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.
The Service Desk Team Leader will be required to provide additional help and support to the rest of the ICT Department to resolve technical incidents, minimise risks and provide an extensive and efficient service to both colleagues across the Trust and external customers.
As a team leader, you will be the contact point for all team members, therefore your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. You will be expected to attend site for any strategic initiatives.
Ultimately, you will lead by setting a good example and engage the team to better serve our staff while achieving goals.
Gweithio i'n sefydliad
Listen to why colleagues think we are a great place to work! - https://bit.ly/3DNEQfD
What does Buckinghamshire Healthcare NHS Trust offer you?
- As part of our BHT family, you’ll benefit from learning and development opportunities to support your career progression.
- We offer flexible and agile working opportunities, alongside your NHS benefits of generous annual leave entitlement, pension and access to NHS discount schemes.
- We provide a range of health and wellbeing services to promote a healthy, happy workforce.
Why work for us?
- We’re committed to promoting inclusion and making sure all colleagues feel they belong. We encourage new colleagues from a diverse range of backgrounds to apply.
- As an employer, we aim to create a workplace where differences are valued, and colleagues treat one another with dignity and respect.
- Greater diversity within our BHT family improves positive outcomes for the people and communities we serve.
What do we stand for?
- Our vision is to provide outstanding care, support healthy communities and be a great place to work.
- Our mission is to provide personal and compassionate care every time.
· Our CARE values are collaborate, aspire, respect and enable.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
For a comprehensive list of responsibilities and duties, please kindly refer to the Job Description and Person Specification by downloading the JD and PS attachment in the advert.
If you are an internal applicant there is the option for secondment, all applicants must have the endorsement/support of their line manager prior to application.
If you have a disability that makes submitting this online application difficult and would like assistance, please contact us on [email protected] quoting the vacancy reference number.
Manyleb y person
Education, Qualifications & Training
Meini prawf hanfodol
- ITIL Foundation Certificate/willingness to work towards the qualification.
- Evidence of on-going personal development.
Skills, Abilities & Knowledge
Meini prawf hanfodol
- Ability to undertake audits, improvement projects and planning.
- Ability to work and communicate complex technical information to a wide cross-section of staff using appropriate delivery methods depending on the audience.
- Specialist knowledge of computing hardware and software installation and support processes.
- Able to work flexibly both in terms of hours, location, and role.
- Excellent problem solving and IT diagnostic skills, leading to swift resolution of issues and clear decision on next steps.
Meini prawf dymunol
- Advanced computer literacy and keyboard skills for inputting and manipulating data into information systems
- Proposes changes to working practices and policies which impact their own area of activity
- Advanced understanding of end user computing (EUC), server, and network systems and how they interlink and function to provide an integrated IT infrastructure
- Knowledge of Health and Safety Principles
- Examples of ability to rapidly familiarise self with new or bespoke applications
Experience
Meini prawf hanfodol
- Previous experience of working on an IT Service Desk providing first line support for IT Systems in a complex IT support environment using ITIL principles.
- Previous experience of working in the NHS with exposure to Healthcare Computers Systems
Meini prawf dymunol
- Experience in line management or coordination role (Not essential).
Dogfennau i'w lawrlwytho
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Hannah Metcalfe
- Teitl y swydd
- Service Desk Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01494 324049
- Gwybodaeth i gefnogi eich cais
Working hours are Monday to Friday, 8am - 4.30pm
Rhestr swyddi gyda Buckinghamshire Healthcare NHS Trust yn Gwasanaethau gweinyddol neu bob sector