Job summary
IT Service Desk Team Leader
IT Department
Band 5 £28,407 - £34,581 per annum
Hours: 37.5 hours per week, all MKUH roles will be considered for flexible working
We are looking for an enthusiastic and self-motivated individual with excellent communication and interpersonal skills to work on the Trust's IT Service Desk. Previous experience of providing an IT technical support service in a large multi-functional organisation is essential and Team Leader experience is desirable. The successful candidate will require excellent interpersonal and IT technical skills and have proven experience of successfully using these skills to assist and support staff.
Candidates should ensure that all mandatory aspects of the Person specification are met and should use the Additional Information section of their application to state how they meet the requirements of the Person Specification.Previous candidates need not apply.
Interview: w/c 12.02.2024
Main duties of the job
This role will report to the Service Desk Manager and is responsible for the day to day running of the internal facing IT Service Desk.
The post holder will undertake a range of technical support duties as required by customers of the Service Desk service and will be the escalation point for IT Service Desk staff.
The role is required to assist the Service Desk Manager lead and drive the operational performance of the IT Service Desk staff against agreed Service Level Agreements (SLAs), to ensure support provided to customers is consistent, of high quality, follows all agreed processes and guidelines and to ensure policies and procedures are followed. You will be required to champion and promote the IT Department as well as the IT Service Desk.
The role requires excellent communication and organisational skills and you will ideally have experience of working within multi-disciplinary teams and establishing an effective service environment.
You will be a self-starter with initiative and capable of working under only light supervision, deliver business requirements to internal and external customers. Plus drive continuous service improvement through the review of existing processes.
About us
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
- Free on-site parking
- Free tea and coffee
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices. We promote an inclusive workforce and encourage applications from applicants from all backgrounds.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
Job description
Job responsibilities
- The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices.
- Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible.
Applications
The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/eCARE), Pathology System and a Radiology System through to an Office suite and our internally developed applications. Youll be expected to have or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff.
Hardware
The post holder will be expected to provide on occasion expert support on hardware which may include, laptops, mobile devices.
Please refer to the attached Job Description for more details.
Job description
Job responsibilities
- The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices.
- Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible.
Applications
The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/eCARE), Pathology System and a Radiology System through to an Office suite and our internally developed applications. Youll be expected to have or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff.
Hardware
The post holder will be expected to provide on occasion expert support on hardware which may include, laptops, mobile devices.
Please refer to the attached Job Description for more details.
Person Specification
Qualifications and knowledge
Essential
- IT related degree or equivalent qualification/relevant experience
- Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience.
- Evidence of continual personal development.
- Knowledge of service delivery / process management.
Desirable
- ITIL Foundation qualified and significant practical knowledge and experience of effectively implementing and managing an ITIL based Service Desk
Experience
Essential
- Significant experience in the IT industry
- Knowledge and experience of a busy IT Service Desk environment
- Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology
- Demonstrable experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment
- Previous experience working in a Customer Service / Service Desk Role
- Previous experience of using Service Desk Management Tools
Desirable
- Previous experience of using Microsoft administration tools
- Experience in a team lead role
- Experience of providing an IT Service within an acute hospital
Skills
Essential
- Excellent planning and organisational skills. With the proven ability to produce work to a high standard without supervision
- Proven time management skills
- Sound analytical and problem solving skills
- Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service
- Commitment to continuous professional development personally
- Ability to work without direct supervision
- Proven ability to communicate with all levels of staff
Personal and people development
Essential
- Ability to remain calm and composed in high pressure situations
- Self-motivated and able to work to tight deadlines with a flexible approach to work
- Able to form good working relationships with staff in the Trust and partner organisations
- Willing to develop own skills and knowledge
- Ability to work as a member of a team
- Excellent inter-personal skills
- Ability to work in a busy environment where continuous interruptions and re-prioritisation of workload is to be expected
Communication
Essential
- Ability to interpret and communicate complex technical information to both technical and non-technical staff
- Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organisation
- Requires excellent communication. skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
Person Specification
Qualifications and knowledge
Essential
- IT related degree or equivalent qualification/relevant experience
- Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience.
- Evidence of continual personal development.
- Knowledge of service delivery / process management.
Desirable
- ITIL Foundation qualified and significant practical knowledge and experience of effectively implementing and managing an ITIL based Service Desk
Experience
Essential
- Significant experience in the IT industry
- Knowledge and experience of a busy IT Service Desk environment
- Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology
- Demonstrable experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment
- Previous experience working in a Customer Service / Service Desk Role
- Previous experience of using Service Desk Management Tools
Desirable
- Previous experience of using Microsoft administration tools
- Experience in a team lead role
- Experience of providing an IT Service within an acute hospital
Skills
Essential
- Excellent planning and organisational skills. With the proven ability to produce work to a high standard without supervision
- Proven time management skills
- Sound analytical and problem solving skills
- Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service
- Commitment to continuous professional development personally
- Ability to work without direct supervision
- Proven ability to communicate with all levels of staff
Personal and people development
Essential
- Ability to remain calm and composed in high pressure situations
- Self-motivated and able to work to tight deadlines with a flexible approach to work
- Able to form good working relationships with staff in the Trust and partner organisations
- Willing to develop own skills and knowledge
- Ability to work as a member of a team
- Excellent inter-personal skills
- Ability to work in a busy environment where continuous interruptions and re-prioritisation of workload is to be expected
Communication
Essential
- Ability to interpret and communicate complex technical information to both technical and non-technical staff
- Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organisation
- Requires excellent communication. skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
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.
