Senior Service Desk Specialist

Job summary

This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution. The IT Service Desk acts as a centralised first line support team and is primarily responsible for incident management and for the processing of service requests and standard changes within agreed service levels for all staff within Morecambe Bay Hospitals NHS Foundation Trust as well as those working remotely from satellite sites.

- Training new starters

- Supporting current staff

- Supporting Service Delivery management with problem management

- Updating article list and knowledge bases

- Providing first time fix process documents for Service Desk

Main duties of the job

The Informatics Directorate is responsible for developing the Trust's Information, Communication and Technology Strategy and for delivering the information systems development programme. It also ensures the operation of secure and confidential systems, the provision of high quality information and records to support patient care, clinical governance and performance management.

The IT Services Department is part of the Informatics Directorate and is responsible for strategy, design, transition and operational management of the IT Portfolio in conjunction with other specialist areas of Informatics. It provides a range of services to approximately 16,000 users within the Trust along with

The use of IT has grown significantly in recent years and is now an essential part of most areas of work within the Trust. As the Trust is working to eliminate paper from day-to-day processes the IT infrastructure is becoming even more critical to the delivery of patient care.

About us

We operate from three main hospitals -Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community health care premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre.

FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services.

WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.

All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.

Our community services for adults are provided in people's homes, community centres, clinics, GP Practices, community hospitals and our main hospitals. Our aim is to work with people to help them remain independent, improve their health and manage their conditions through high quality care, advice and support.