A dynamic and pivotal role has arisen within our Digital Team to lead and develop a talented service desk team to assist with the implementation of the new Electronic Patient Record (EPR) system. This is an ideal opportunity to shape our service delivery and make a real impact on user experience. The role involves working across all stages of the ITIL Service Lifecycle, including Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Main Duties Include:
1. Delivering a customer-focused Digital Service Desk for all service users.
2. Managing a team of IT Engineers and Service Desk agents, including workload management.
3. Handling incidents and service requests using ITIL processes and ITSM tools.
4. Developing staff and processes continuously.
5. Driving continual service improvement within the Service Desk using performance reports, audits, and service feedback.
6. Collaborating with other Digital staff to ensure smooth operation of digital services.
7. Engaging with clinical and non-clinical staff regarding digital service requirements and issues.
8. Aligning Service Desk operations with Digital’s Service Design specifications and Digital Strategy.
9. Assisting the IT Front Office Manager in delivering End User Compute services and access to clinical and non-clinical systems.
At Coventry and Warwickshire Partnership NHS Trust (CWPT), we deliver a wide range of physical, mental health, learning disability, and autism services, serving communities across Coventry, Warwickshire, and beyond.
We put ‘people at our heart,’ which is central to everything we do. We care for our staff and colleagues as much as they care for others, offering a wide range of benefits and development opportunities:
* Generous annual leave entitlement, increasing with service length.
* Excellent learning and development opportunities, including apprenticeships, distance learning, internal training, coaching, and mentoring.
* Salary sacrifice schemes for lease cars, cycles, home electronics, gym memberships, and more.
* Discounts with retailers, restaurants, and entertainment venues through our Employee Assistance Programme and NHS discounts.
* Wellbeing support, including in-house counselling and external helplines.
* Staff networks and support groups.
We are always looking for people who share our passion for improving the lives and wellbeing of our community, aligned with our values of compassion, collaboration, excellence, integrity, and respect.
For further details or informal visits, contact:
Name: Jaswinder Sian
Job Title: Front Office Services Manager
Email: jaswinder.sian@covwarkitc.nhs.uk
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