Job summary
The Service Desk & Support Team Leader (Incident Team Leader) are responsible for the management & day to day running of the IT Service Desk and Support Teams within the IT Services Department; this includes the receipt of all issues, queries and requests reported by all Trust users in addition to providing a full Service Desk service to all IT system users.
Ensure that all calls are assessed and responded to promptly and prioritise workloads to facilitate an appropriate resolution for IM&T issues.
Project management and co-ordination of IM&T issues and help move the service to a more proactive problem management culture to ensure correct timescales are met.
A main responsibility is the management of workloads to ensure the continuity of IT & Clinical Support Services throughout the Trust, prioritising and re-scheduling accordingly.
Usually working hours are Mon - Fri either 8-4 or 9-5 dependent on the needs of the business.
Main duties of the job
- Ensures that a quality Technical Service Support, including a Service Desk, is delivered and that it meets agreed requirements, particularly fit for purpose, efficiency, availability, reliability, usability, performance, security and safety
- Regularly monitors a range of complex incidents, assessing status and speed of resolution of enquires and problems, undertaking site visits to resolve persistent or high impact problems, prioritising and resolving high impact incidents
- Pro-active in devising improvements and recommending changes to systems, products or services, implementing as necessary
- Responsible for all delegated activities and decisions, making reference to the Service Support Manager only by exception
- Ensures adherence to escalation procedures outlined within the IT Service Department Service Charter, being the first escalation level for customer complaints, dealing with the issue to a satisfactory outcome and prevent further escalation
- Ensures all calls are triaged and responded to in line with agreed response and target fix times in the departments Service Charter
About us
Choose Well - Choose WWL
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement, and living our values 'the WWL Way'.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
On-Call
Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.
Job description
Job responsibilities
Please see attached job description and person specification.
Please note this vacancy may close before the given closing date if a sufficient number of suitable applications are received.
Job description
Job responsibilities
Please see attached job description and person specification.
Please note this vacancy may close before the given closing date if a sufficient number of suitable applications are received.
Person Specification
Additional
Essential
- Flexible and able to work on any site within the Trust
- Speak English to the appropriate level relevant to role.
Personal Qualities
Essential
- Ability to work to deadlines, under pressure
- Takes responsibility
- Well organised and motivated
- Able to act on own initiative within given parameters of responsibility
Knowledge
Essential
- Familiar with Operating Infrastructure
- Familiar with Networking and Communication
- Familiar with Application Systems / Systems
- Proficient in Configuration Management
- Proficient in Operating Systems
- Proficient in Desktop Software
- Project Leadership
- Familiar with Appraisal techniques
- Proficient in hardware / software installations
- Proficient in corporate, industry and professional standards
- Proficient in function or department operations
Skills
Essential
- Communication
- Customer Service
- Analytical Thinking
- Planning & Organisation
- Leadership / Decision Making
- Follow-up and Monitoring / Persistence
- Teamwork
Experience
Essential
- Significant Service Support experience and achieved proficiency in the role
- Experience in project management
- Experience in team leadership
Qualifications
Essential
- Educated to degree level or holds a professional qualification
- ITIL Foundation Certificate
Person Specification
Additional
Essential
- Flexible and able to work on any site within the Trust
- Speak English to the appropriate level relevant to role.
Personal Qualities
Essential
- Ability to work to deadlines, under pressure
- Takes responsibility
- Well organised and motivated
- Able to act on own initiative within given parameters of responsibility
Knowledge
Essential
- Familiar with Operating Infrastructure
- Familiar with Networking and Communication
- Familiar with Application Systems / Systems
- Proficient in Configuration Management
- Proficient in Operating Systems
- Proficient in Desktop Software
- Project Leadership
- Familiar with Appraisal techniques
- Proficient in hardware / software installations
- Proficient in corporate, industry and professional standards
- Proficient in function or department operations
Skills
Essential
- Communication
- Customer Service
- Analytical Thinking
- Planning & Organisation
- Leadership / Decision Making
- Follow-up and Monitoring / Persistence
- Teamwork
Experience
Essential
- Significant Service Support experience and achieved proficiency in the role
- Experience in project management
- Experience in team leadership
Qualifications
Essential
- Educated to degree level or holds a professional qualification
- ITIL Foundation Certificate
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
