Service Desk Lead

Job summary

An exciting opportunity has arisen for a highly motivated, organised and enthusiastic individual to join our Service Desk Team within Digital Services on a 12 month fixed term contract to cover maternity leave.

The Service Desk Team provide first line support to staff on matters relating to Trusts EPRs, and a growing portfolio of supporting digital clinical systems and the complex interoperability between these systems.

Proposed interview date: 7th November 2023

Main duties of the job

The role is to lead and manage a small team providing a customer facing service desk to resolve customers' day to day queries, issues, manage incidents, problems, and service requests through to resolution, and to agreed service levels.

The post holder will manage effective relationships with the suppliers involved in supporting our EPRs and digital clinical systems. They will use ITSM tools to record and manage activity, and are expected to analyse data to identify trends, training needs, and are responsible for documentation of processes.

The role requires someone with a focus on solutions and customer service, productivity and process, and someone who can work calmly under pressure and prioritise effectively.

About us

We're an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people's physical and mental health. We also provide specialist support to people with dementia or a learning disability.

We are a people organisation and people matter to us. As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.

Over 4,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.

We work in people's homes, in community clinics and bases. Some staff work from one of our 13 community hospitals. Our aspiration is to have great people, provide great care, be a great place to work and a great partner.

Approximately 568,000 people live here. A third of people who live in Cornwall are supported by acute hospital services in Devon. As a result, we also work closely with our partners in Devon. In the summer, and during other holidays lots of people choose to visit the area. This increases the numbers of people who use our services.