Job overview
An exciting opportunity has arisen for an experienced Service Desk Team Supervisor to work in the Service Desk team which is part of the Digital Services Service Delivery function.
This post requires a high level of discretion, the ability to work unsupervised and a proactive approach. This is important as the post holder will be required to deputise for the IT Service Delivery Manager in their absence on matters concerning the IT Service Desk Service.
Main duties of the job
The post holder will work The post holder’s responsibilities include day to day management and supervision for the provision of a robust Service Desk service meeting the needs of the customers both internal to IT and external to the Trust) and will be accountable to the Workspace Manager for the supervision of the Digital Services Service Desk staff and first level contact to users of the Trust.
The post holder will lead in the provision of customer support, interfacing and maintaining business and supplier relationships.
The post holder will need to ensure that there is up-to-date record keeping, ensuring all data recorded is accurate and creates an audit trail. Any information recorded on the IT Service Desk / Estates & Facilities systems is complete, accurate, valid and timely.
The post holder will need to be able to provide weekly reporting into the IT Operational Meeting as well as provide updates to the Digital Services Workspace Manager when required.
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 08:00 to 18:00 – you may also be required to work on the out of hours rota, giving you the very best of good work life balance.
Working for our organisation
About Us:
We are a small dynamic, hardworking team based in the Bromley and Beckenham area.
Our locations:
St Paul’s House, Bromley
A small office located in Bromley within walking distance from Bromley South railway station (Zone 5). Close to the high street and green spaces of Churchill Gardens and Martins Hill Open Space
Detailed job description and main responsibilities
Key Responsibilities:
•Supervisory responsibility for the Digital Services Service Desk Function
•Appraisals for all Digital Services Service Desk staff
•Manage day-to-day relationships and request fulfilment with the users of the Trust.
•Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required.
•Line Management of the IT Service Desk Operatives/Analysts providing call handling
management and 1st Level technical support.
•Provide empowerment, coaching and motivation to the IT Service Desk team, to delivery service.
•Implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function.
•Follow the ITIL method of Service Desk to include:
oSingle Point of contact (SPOC) o Single Point of entry o Single Point of exit o Easier for customers
oStreamlined communication channel.
oIncident Control: Life-cycle management of all service requests
oCommunication: keeping customers informed of progress and advising on workarounds
•Key Performance Indicator (KPI) establishment and reporting
•Supervise the IT Service Desk for day-to-day monitoring and KPI reporting.
•Assist in ensuring adherence to process and policies for successful delivery by the team and or for the service.
•Assist in managing of asset inventories and its component lifecycles.
•Display confidence and provide outstanding service, mentoring team staff and providing advanced trouble shooting as required.
•Assist in the adoption of incident and problem management and to act as the central point-of contact for service escalation, ensuring Workspace Manager is kept informed.
•Ensure adequate and regularly tested continuity plans are available to be used in the event of a disaster.
•Assist other IT Teams as needed in an efficient and effective manner.
•Produce weekly reporting statistics as needed to feed into the IT Operational Meeting
•Undertake any other reasonable duties as negotiated with the Deputy Director of IT.
The above indicated the main duties of the post, which may be reviewed in the light of experience and
developments within the Service. Any review will be undertaken in conjunction with the post holder.
Communication:
•Communicate effectively, both formally and informally with stakeholders across the Trust and external suppliers.
•Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business.
•Negotiate with users, including clinicians and managers.
•Ensure all communication is clear and concise and contains no technical jargon when
communicating with the business.
Human Resources:
•Motivate IT Service Desk Staff
•Provide training and adherence to policies and procedures.
•Regular supervision 1-2-1/team meetings
•Assist in performance reviews.
•Line Management of the Digital Services Service Desk Team
•Manage NHSP system for contractual staff in IT Service Desk
•Responsible for completing E-Rostering for the team regularly throughout the month and ensure this is checked and finalised by the IT Service Delivery Manager before the due date.
•Lead on the full recruitment process for the Service Desk team; to maintain the consistent support quality.
Planning:
•Assist in predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service.
•To develop and maintain standards of ITIL compliance.
Delivery of Service:
•To deliver Digital Services Service Desk services to the Digital Services department and Trust taking ownership and resolving requests in line with policy, procedures, SLA and OLA requirements
•Assist with change management within the team, ensuring change requests to systems are adequately reviewed to ensure minimum negative disruption and successful delivery.
•Produce reports/dashboards from the Digital Services Service Desk, highlighting improvements and weaknesses.
•Develop a training plan to increase 1st line resolution.
•Create/Manage and review best solutions to request management and create a central working knowledge base.
•Ensure stretch targets are met in terms of call answering and call resolution for IT Service Desk
•Ensure team is equipped with the necessary skills and resources to meet changing and
increasing demands on the service.
•Playing a pivotal role in performing the current State review/gap analysis of the existing ticketing tool and working with an external vendor to align in line with our support requirements.
•Participating in monthly external supplier review calls to assess the service level agreements and explore and provide opportunities for improvements.
•Review the current support process and identify the potential scope of improvements in line with Trust guidelines to enhance the end user experiences.
•Support on the Joiners, Movers and Leavers automation process
•To support the business and operational managers to understand business process change and benefits realisation during the implementation of Digital Services
•Providing helpful and considered analysis of processes and Digital Services capabilities to support service priorities.
•To work with service delivery management, review proposed benefits and risks in the new/redesigned processes, confirms the acceptance criteria for these processes, and ensures that they are properly documented in the business justification.
IT Security:
•Assist in the adoption of good practice in-line with ITIL, Information Governance Toolkit and CfH recommendations for IT Solution procedures and practice.
•Report and record breaches of security to the Trust’s Data Protection and IT Security Lead
Other:
·Provide support to staff within different functions of the IT Department
·Ensure all IT Service Desk staff have professional development plans which identify training and development needs.
·Documentation kept up to date.
·Supervise the resolution of any complaints / requests that arise or escalate accordingly.
·Liaise with managers and peers on IT Services
Leadership:
·Undertake learning and practice in the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.
·Identify goals and objectives and motivating and leading others towards their achievement.
•Undertake study, learning and, where possible, practice in IT concepts and techniques external to own function.
·Increase and maintaining currency of knowledge of broader IT issues through reading, attending seminars or conferences, special studies, temporary assignments etc.
Behavioural Skills:
·Meet targets and fulfilling agreements even when adverse circumstances prevail.
·Understand the needs, objectives and constraints of those in other disciplines and functions.
·Work co-operatively (rather than competitively) with others to achieve the goals of the Trust.
Person specification
Qualifications
Essential criteria
1. Educated to a degree level or equivalent plus knowledge, skills and experience
2. Awareness of ITIL v3
Desirable criteria
3. ITIL v3 Practitioner
4. ITIL v3 Foundation
Experience, Knowledge and Skills
Essential criteria
5. Good working knowledge of Microsoft Office applications and other common desktop software as antivirus and productivity
6. Evidence of further professional development
7. Excellent Customer Service Skill
8. Sufficient and appropriate experience of providing 1st/2nd level Operational Services support in a corporate networked environment
9. Ability to produce / maintain clear precise records (A/I)
10. Understanding of Service Level / Operational Level Agreements and their usage (A/I)
11. Understanding of ITIL and key principles (A/I)
12. Significant supervisory in an IT Service Desk (A/I)
13. Supervising in a customer focus used environment (A/I)
14. Strong and varied technical, support and customer-based experience in a Service Desk / Service Desk environment (A/I)
15. Strong people management skills (A/I)
16. Good negotiation skills (A/I)
17. Strong Communication skills (A/I)
18. Excellent, precise written and verbal communication skills (A/I)
19. Logical and reasoned approach to all work aspects (A/I)
20. Facilitation of a customer focused culture within a team (A/I)
21. Ability to work under pressure to tight constraints (A/I)
22. Demonstrate initiative and ability to take responsibility (A/I)
23. Ability to manage and resolve customer complaints (A/I)
24. Self-Motivated with a strong work ethic and desire to progress (A/I)
25. Excellent team skills and ability to work with all Trust Individuals / teams and departments (A/I)
26. Produce documentation and reports to a high standard (A/I)
27. Ability to liaise between all levels of staff (A/I)
28. Ability to engage and help staff who do/do not report directly to the post holder (A/I)
29. Analyse, interpret and understand user data formulating it into a usable IT Incident / Request (I)
Desirable criteria
30. Relevant experience in supporting users with various operating systems / devices (A/I)
31. Management within an NHS environment (A)
32. Developing operational policies, procedures and knowledge articles (A/I)
33. Express/translate complex issues in an easily understood manner to a range of audiences (I)
34. Awareness of COBIT (A)