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NB: This vacancy closed to applications on 18/12/2019.

ICT Service Desk Manager

Job Reference: 216-AH-A1851

University Hospitals Plymouth NHS Trust
216 121141 IMT Service Desk
£30,401 to £37,267 Per Annum

We are a people business – where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure.

PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. Call Recruitment on 01752 432100. If you find applying Online difficult due to a disability please contact us.

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IT Service Desk Manager

We have an exciting opportunity for an IT Service Desk Manager to join the Operational Support Team within the IM&T Department based at Derriford Hospital. The post is fulltime, 37.5 hours per week, Monday to Friday. The successful applicant will be required to provide a fast, friendly and efficient response to our trust staff and other multiple sites across Plymouth and the surrounding area.

The IT Service Desk Manager will lead, motivate and develop the Service Desk Team made up of Call Centre Analysts and Apprentice Call Handers who are the main point of contact for customer support for a suite of clinical and non-clinical products within the Trust.

You will define and develop ITIL aligned processes to manage our customer’s issues. Manage all escalations with customers and the team that might acutely affect patient care, efficiently ensuring that a high level of customer support is delivered at all times.

You will need to effectively liaise with other teams within the IM&T department and the wider Trust. You will be responsible for proactively managing customer’s satisfaction to keep attrition percentages low, minimising loss, whilst ensuring calls are answered in a polite and efficient manner.

We are looking for an enthusiastic and hardworking innovator to join the IM&T Support Services team and provide specialist IT Service Desk management, advice and support.

An In-depth proven knowledge and demonstrable experience of the following would be essential to the post:

  • ITIL Foundation
  • Management of Staff
  • IT Technical proven knowledge 
  • Supporting Customers
  • Staff Recruitment
  • Procurement

For informal enquiries, please contact Ian Hutton, IT Operational Support Manager on extension, 30006 or Plymouth 430006.

Closing date for completed application forms:  18th December 2019

                                                          Interview dates: 6th & 7th January 2020

University Hospitals NHS Trust is an equal opportunities employer and is actively working towards a smoke free working environment. 

***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

University Hospitals Plymouth NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to Disclosure & Barring Service check (DBS). A copy of the DBS Code of Practice is available on request. Should the position that you are applying for be subject to a DBS check, University Hospitals Plymouth NHS Trust will fund the cost* of your DBS check application. Should you decide to voluntarily resign from the Trust within two years from the start date of employment, you will be asked to meet the cost* of the original DBS application, which will be reclaimed from your last month’s salary. *Current cost of an enhanced DBS is £40.00 per application.

All Applicants are required to detail referees on their application form covering the current & previous 3 years of Employment / Unemployment history.

Please note that if you are successful in your application & accept the position you agree that the Staff Health and Wellbeing Department can access your health records from your current/previous employer in order to check the status of your inoculations & screening tests. This is an automated process & the information will only be used for these purposes prior to your taking up the position with us.

Please review our GDPR Privacy Notice prior to applying - available under Further Links

Our organisation is Disability Confident and we are committed to providing a supportive workplace including use of the NHS Health Passport to enable colleagues to be their best at work

Tier 2 Certificate of Sponsorship

Applications from job seekers who require current Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the current Resident Labour Market Test which will be in place until the end of December 2020. UK Visas and Immigration requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.

From 6 April 2017, Tier 2 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

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