Job overview
The post holder will assist in the provision of a robust Digital Services Administration Department. Meeting the needs of the Trust’s workforce and Digital Services Teams in line with the Digital Services Service Level Agreements (SLAs). The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships.
The post holder will provide assistance in the governance across the Digital Services Administration team ensuring successful delivery of Digital Services administration processes following the ITIL standard for Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both internally to Digital and all of the Trust’s workforce.
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.
Main duties of the job
Procurement of all Digital Equipment / Services
Asset Management, ensuring the Configuration Management Database (CMDB) is kept up to date in line with the IT Asset Management Process
Financial processes used within the Digital Services Administration Team
Allocation and lifecycle of Digital Services Equipment
General administration of the Digital Services Administration Team
Communications of all Digital Services Administration processes to the Trust workforce and internal Digital Services teams
Review and maintenance of documentation for the Digital Services Administration Team
Any other tasks necessary for the high-quality provision of the Digital Services teams and quality assurance
Adhere to all Trust Policies and Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act
Flexible working:
As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 8amto 6pm, giving you the very best of good work life balance.
Working for our organisation
Service Management falls within the Digital Services Service umbrella, which follows the ITIL standard of Service Management, empowering technology and process to ensure the customers have the best possible end result. You will be a senior technical influence in the Technical Services section in improving, maintaining, and documenting new and existing Digital Services.
About our locations:
The Service management team are based across the various sites:
Maudsley Hospital (headquarters)
Our Trust headquarters is located at Denmark Hill less than 5 minutes from the train station (zone 2) and is within walking distance from the beautiful green spaces of Ruskin park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.
St Pauls
St Pauls is located within the Bromley area and is less than 10 minutes from the train stations (Bromley South, Bromley North and Shortlands) It is within walking distance from the beautiful green spaces of Bromley Park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.
Bethlem Royal Hospital
Bethlem Royal Hospital is based in a beautiful setting in over 200 acres of green space in the London Borough of Bromley, South East London. The hospital has easy access to nearby main roads and have offers free parking. The site is within walking distance from of Eden Park and West Wickham overland stations.
Detailed job description and main responsibilities
Key Responsibilities:
·Ensure all relevant user information / budget codes and approvals are obtained for all procurements
·Raising of requisitions
·Raising of purchase orders
·Tracking of Digital Equipment / Services until Goods received
·Good Receipting of Digital Equipment / Services including CMDB updates
·Decommissioning of Digital Equipment following process
·Updates to the CMDB on Digital Assets
·Liaise with other teams outside of Digital for all procurement / supplies enquiries (finance / procurement teams etc)
·Correct coding of invoices
·Correct recording of accruals required, informing finance at period end for timely budget statements
·Correct recharging of expenditure including preparation of recharge documentation
·Ensure the correct recording of the Trusts Network, Voice & Data and Dial Connection(s)
·SIM Activations are undertaken in line with SLAs
·Manage Mobile Telephony Allocations and Reporting
·Laptop Repairs
·Zero Usage Reporting / Re-allocation and Data Usage Reporting
·Supervise temporary, seasonal or student placement workers
·Knowledge transfer and participation in workshops / training
·Provide support to staff from other Digital Services functions
·Provide cover in the absence of the Digital Services Administration Supervisor
·Ensure all computer and manual records are scanned and stored digitally and secure as appropriate in line with local and national procedures and legislation (e.g. Data Protection Act)
·Be aware of all relevant new guidance, policies and procedures, communicating any feedback to the Digital Services Administration Supervisor
·Assist in the establishment of effective communication on all aspects of user support between other Digital Services Teams and the end-users, ensuring process updates when required
·Negotiate with end-users from all levels of the Trust using non-jargon communication methods, including liaising with peers and Managers on Digital Services
·Ensure all updates to the IT Service Management tool for ticket updates, are conducted in a timely and non-jargon format, adhering to the Digital Services Service Level Agreements / Operating Level agreements and policies and procedures
·Regular 1-2-1 Sessions / Attendance at Team meetings
·Report and record breaches of security to the Trust’s data protection and Digital Security leads
·Ensure all Digital Services Administration processes are up to date and relevant, conducting regular reviews. Providing knowledge transfer and training materials to other members of staff
·Assist in predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service
·Assist in developing and maintaining ITIL compliance
·Suggest innovative improvements for a better service
·Adhere to all Trust Policies and Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act
Person specification
Qualifications
Essential criteria
1. Diploma or equivalent experience /qualification with computer/keyboard skills in addition to good literacy and numeracy skills, preferably with relevant work experience in a call centre or admin service (A/I)
2. International Computer Driving License (ICDL), or equivalent experience (A)
Desirable criteria
3. ITIL v4 Services Management Foundation (A)
Experience, Knowledge and Skills
Essential criteria
4. Experience of working in a user focused service team (I)
5. Experience or working knowledge of; office 365, Windows 10, Network Connectivity,Telephony (A/I)
6. Knowledge or experience of working in a high-pressure front-line environment (I)
7. Knowledge and experience of working with Digital Services or Information Systems within the NHS or in a related environment (A/I)
8. Proven Administration Skills (A/I)
9. Experience of ordering equipment and invoice processing / coding (A/I)
10. A clear understanding of policies and procedures and national legislation relating to the maintenance of Digital Services users / patient confidentiality (A)
11. Excellent communication and team skills to be able to deal effectively with Clinical Staff, Managers, Digital Services Users and Mental Health Service Users (I)
12. Able to manage individual performance effectively and be able to always maintain morale (A/I)
13. Able to demonstrate a strong commitment to self-development (A/I)
14. Ability to time manage and organise workload ensuring all priorities are met (A/I)
Desirable criteria
15. Experience of leading a team in a user focused service team (A/I)
16. Ability to take responsibility and motivate others (A/I)
17. Ability to produce clear and concise written records (A/I)