IT Service Desk Supervisor | South West London and St George's Mental Health NHS Trust
The post holder will assist with the Incident Management process including managing critical high priority major IT incidents and deputise for the Deputy Support Centre Manager on digital service improvements.
The person taking this role will be highly motivated in promoting our Trust’s mission of ‘Making life better together’ through driving forwards improvements in how the Trust serves its patients, carers and local community with contact centre and indirectly supporting staff IT/Digital needs.They will support patient care while striving for improvements in the experience of our staff through the IT Service Desk and Facilities Help Desk.
The successful candidate for the role will demonstrate great energy in delivering customer service focused improvements at our Trust. They will live our Trust values of being respectful, open, collaborative, compassionate, and consistent in everything that they do.They will be a highly experienced manager with a proven track record of successfully supporting staff to achieve their full potential in their roles.
The post holder will be the first point of escalation for service desk analysts and staff and is responsible for the following:
- To provide mentoring and technical support for the service desk analysts.
- To escalate issues to senior IT management when needed.
- To perform general IT administration and housekeeping duties as defined by the Support Centre and/or Deputy Support Centre Manager.
- To keep and update a comprehensive knowledgebase to support both the IT team and the wider staff including working with other IT teams to get them to provide Service Desk Analysts with “first time fix” solutions to regular faults, thereby enhancing customer service.
- To work in support of the Support Centre and/or Deputy Support Centre Manager to ensure that all members of the team are working effectively and that the data logged during calls has a high level of accuracy
- To supervise and responsible for the day-to-day management of IT Service Desk.
- Monitor and report on performance of the IT Service Desk and maintain key performance indicators for the team In deputising position, applicant will become process owner for Incident Management and manage all Priority 1 and Priority 2 incidents in accordance with IT Policies and procedures. To perform high quality telephone-based first line IT support for Trust users.
- To provide a professional and authoritative first point of contact for all Trust users.
- To develop the highest possible levels of professional, customer-focussed service.
We are Proud to Belong at South West London and St George’s Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as ‘good’ - we aspire to be ‘outstanding’.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world.More developments are planned across our sites and services as we invest a further £120m to upgrade and modernise our estate by 2027.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together.We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.
Come and join our inclusive teams and help our patients on their recovery journey.
The post holder will be the first point of escalation for service desk analysts and staff .
To provide mentoring and technical support for the service desk analysts.
To escalate issues to senior IT management when needed.
To perform general IT administration and housekeeping duties as defined by the Support Centre and/or Deputy Support Centre Manager.
To keep and update a comprehensive knowledgebase to support both the IT team and the wider staff including working with other IT teams to get them to provide Service Desk Analysts with “first time fix” solutions to regular faults, thereby enhancing customer service.
To work in support of the Support Centre and/or Deputy Support Centre Manager to ensure that all members of the team are working effectively and that the data logged during calls has a high level of accuracy.
To maintain a calm professional stance when challenged by customers with respect to service outages.
To provide open, clear and easily accessible lines of communication to users.
To document IT service desk procedures and produce diagrams.To work with the Support Centre and/or Deputy Support Centre Manager to examine ways of improving service delivery.
To contribute to, and enable, control processes, including Change Management, by timely response to requests for Change.
This advert closes on Sunday 26 Jan 2025