Job summary
The Nottinghamshire Health Informatics Service (NHIS) are looking for an enthusiastic, highly motivated Service Desk Senior Technician to join their Service Desk and Registration Authority team which provides Information, Communication and Technology services (ICT) across the NHS by providing expertise and capability, effectively delivering national and local ICT requirements and continually researching and innovating in an effort to provide technologies that enable our customers to do things better or do better things.
Main duties of the job
We are looking for individuals who have significant experience working on an IT Service Desk (ideally within an NHS environment) and have experience in managing staff, projects, and work streams. In addition, the ideal candidate will be highly technical and able to provide support and expertise to our operational and project-based services, in addition to the whole of the NHIS customer base. Due to the nature of the role, it is essential that the post holder has excellent communication skills, the ability to remain calm under pressure, and maintain a professional manner.
A significant part of the role will be in technical service delivery and customer focus through proactive and best practice processes. This will include managing KPI's, ensuring there are no breaches within the telephony and incident management system, and overseeing the call management system, escalating as necessary.
As a major IT provider within the NHS in Nottinghamshire and Bassetlaw, our functions and procedures are operationally run in alignment with ITIL best practice and continually look to implement on-going continual service improvements.
The successful candidate will be required to participate in the on-call rota ensuring the service is covered 24/7.
About us
Thank you for your interest in this role.
Sherwood is nationally recognised as being an excellent place to work and deliver care. We are rightly proud of the 5,500 colleagues who work here, and we are the Health Service Journal's Trust of the Year in 2020.
The Care Quality Commission rated King's Mill Hospital Outstanding and Newark, and Mansfield Community Hospitals Good. Overall, we are rated Outstanding for care.
For the last three years, we have been ranked as the best NHS Trust to work for in the Midlands and in 2020 we were the third best Acute/Community NHS Trust in England.
Happy colleagues deliver better care. Our teams work in a supportive, inclusive environment, which nurtures wellbeing and has opportunities for development and progression.
We do not just care for our patients; we also care for you. We would love you to join us.
Job description
Job responsibilities
- o assist the Service Desk Team Leader & Registration Authority Manager and deputise with the day-to-day function of Service Desk and Registration Authority teams and the line management of the staff.
- Liaise with internal and 3rd party suppliers to log, prioritise, progress and resolve complex system problems
- To support the Service Desk Team Leader & Registration Authority Manager in identifying any skills gaps within the team to ensure appropriate coverage to support all Technical systems across the local health community.
- Liaise with the appropriate project leads to ensure risks and issues are identified in relation to Technical activities on projects.
- Will support the process for all technical support related activities as agreed with the Project and Business Change Managers.
- To support the Service Desk Team Leader & Registration Authority Manager in managing all technical 1st line support activities. The tasks will include supporting the deployment of any upgrades, patches and hotfixs, ensuring robust testing has been completed prior to the implementation.
- To support the process of ensuring that appropriate staff are allocated to the Testing process as appropriate and that they are adequately trained.
- To monitor and adhere to the Information Technology Infrastructure Library (ITIL) management methodology applied within NHIS.
- Provide Technical (1st Line) user support to all NHIS customers throughout the health community.
- To ensure customers are informed of the status and progress of their call.
- To monitor Incidents and service requests logged and ensure that calls dont breach their SLA targets. Deputise for the Service Desk Team Leader & Registration Authority Manager as an escalation point for staff within the team.
- To identify service improvement areas.
- Be highly skilled technically and analytically so as to implement systems efficiently and cost effectively, minimising disruption to patient care as much as possible.
- Contribute to the creation of Standard Operating Procedures (SOPs).
- To be part of the 24 hour on call rota for the Service Desk team and escalate calls to senior management if appropriate
Job description
Job responsibilities
- o assist the Service Desk Team Leader & Registration Authority Manager and deputise with the day-to-day function of Service Desk and Registration Authority teams and the line management of the staff.
- Liaise with internal and 3rd party suppliers to log, prioritise, progress and resolve complex system problems
- To support the Service Desk Team Leader & Registration Authority Manager in identifying any skills gaps within the team to ensure appropriate coverage to support all Technical systems across the local health community.
- Liaise with the appropriate project leads to ensure risks and issues are identified in relation to Technical activities on projects.
- Will support the process for all technical support related activities as agreed with the Project and Business Change Managers.
- To support the Service Desk Team Leader & Registration Authority Manager in managing all technical 1st line support activities. The tasks will include supporting the deployment of any upgrades, patches and hotfixs, ensuring robust testing has been completed prior to the implementation.
- To support the process of ensuring that appropriate staff are allocated to the Testing process as appropriate and that they are adequately trained.
- To monitor and adhere to the Information Technology Infrastructure Library (ITIL) management methodology applied within NHIS.
- Provide Technical (1st Line) user support to all NHIS customers throughout the health community.
- To ensure customers are informed of the status and progress of their call.
- To monitor Incidents and service requests logged and ensure that calls dont breach their SLA targets. Deputise for the Service Desk Team Leader & Registration Authority Manager as an escalation point for staff within the team.
- To identify service improvement areas.
- Be highly skilled technically and analytically so as to implement systems efficiently and cost effectively, minimising disruption to patient care as much as possible.
- Contribute to the creation of Standard Operating Procedures (SOPs).
- To be part of the 24 hour on call rota for the Service Desk team and escalate calls to senior management if appropriate
Person Specification
Knowledge
Essential
- In depth knowledge of National ICT Programmes
- Working knowledge of MS Windows and Office applications up to subject matter expert level
- Good proven supervisory skills and experience
- Expert working knowledge of the Internet and E-mail
- Knowledge of the Data Protection Act and issues around data confidentiality
- Expert knowledge of clinical systems and working practices
Qualifications
Essential
- Supervisory qualification/ training NVQ level 4 or equivalent
- Educated to degree level or equivalent experience
- ITIL Foundation Qualification
Desirable
- Ongoing personal and professional development
Experience
Essential
- Prior experience of managing staff and work streams
- Experience of working in a Prince 2 project environment
- Good knowledge of working in the NHS
- Significant experience of working in a application support role
- Experience of project work and working as part of a multidisciplinary team
- Excellent communication skills - written, verbal and interpersonal
- Excellent organisational skills
- Excellent time-management skills with a pro -active and flexible approach
- Proven ability to work to tight deadlines
- Ability to communicate with a diverse group of professionals
Desirable
- Interviewing and PMDR skills
- Facilitation Skills
- Coaching and mentoring qualification
Contractual Requirements
Essential
- Participate in the 24 hour on call rota
- Ability to work flexibly, outside normal office hours, in order to suit the needs of the users
- Ability to travel in order to deliver training at point of need
- Clean driving licence and use of own car
Person Specification
Knowledge
Essential
- In depth knowledge of National ICT Programmes
- Working knowledge of MS Windows and Office applications up to subject matter expert level
- Good proven supervisory skills and experience
- Expert working knowledge of the Internet and E-mail
- Knowledge of the Data Protection Act and issues around data confidentiality
- Expert knowledge of clinical systems and working practices
Qualifications
Essential
- Supervisory qualification/ training NVQ level 4 or equivalent
- Educated to degree level or equivalent experience
- ITIL Foundation Qualification
Desirable
- Ongoing personal and professional development
Experience
Essential
- Prior experience of managing staff and work streams
- Experience of working in a Prince 2 project environment
- Good knowledge of working in the NHS
- Significant experience of working in a application support role
- Experience of project work and working as part of a multidisciplinary team
- Excellent communication skills - written, verbal and interpersonal
- Excellent organisational skills
- Excellent time-management skills with a pro -active and flexible approach
- Proven ability to work to tight deadlines
- Ability to communicate with a diverse group of professionals
Desirable
- Interviewing and PMDR skills
- Facilitation Skills
- Coaching and mentoring qualification
Contractual Requirements
Essential
- Participate in the 24 hour on call rota
- Ability to work flexibly, outside normal office hours, in order to suit the needs of the users
- Ability to travel in order to deliver training at point of need
- Clean driving licence and use of own car
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
