Digital Service Desk Team Leader

Job description

Job responsibilities

SPECIFIC DUTIES AND RESPONSIBILITIES

• Supervise, monitor, and evaluate the performance of the team and individuals through the analysis of quantitative and qualitative data and creation of reports, to ensure efficient service delivery to customers (e.g., monitoring of priorities, performance, and service level targets) allocating work and referring to the Digital Service Desk Manager as necessary.
• Ensure that the service provides high level digital support and customer service to the Trust, the Community, and other key stakeholders, highlighting any concerns to the Digital Service Desk Manager.
• Undertake all activities associated with the supervision of the Digital Service Desk, e.g., co-ordination and supervision of the team rota, staff absence, 1-1s, appraisals, etc.
• To act as an escalation point for technical and operational issues raised by Digital Service Desk Analysts and users of the service.
• Identify issues arising from service desk processes and to understand the correct escalation procedure to resolve issues wherever possible.
• Identify when new processes are required and contribute towards their creation.
• Report to the Digital Service Desk Manager daily with regards to workload, work assignment, and associated issues. Working on own initiative, prioritising own workload, and responding to ad hoc requests as necessary.
• Undertake the full range of duties of a Digital Service Desk Analyst.
• Ensure that confidentiality is maintained and that policies are adhered to.
• Be conversant in the use and maintenance of the hardware and software in use within the service desk.
• Collect, collate, and interpret information and data regarding service desk performance to support continuous improvement.
• Take responsibility for the day-to-day operation of the ITSM system, contribute to the administration, and liaise with the supplier and other key stakeholders when needed.
• Evaluate the use of self-service tools, confirming they meet customer requirements.
• Contribute to the promotion of new and upcoming services.
• Testing of any system upgrades or implementations prior to release, feeding back any issues or concerns.
• Participate in the recruitment and selection of new staff within the Digital Service Desk team.
• Contribute to the onboarding of new staff through the provision of mentoring, guidance, and training as necessary.
• Write and maintain IT documentation for staff and users.
• Ensure the Digital Service Desk team create and update incidents and requests in the ITSM System including any actions taken.
• Be part of an out of hours on call rota providing a service to the Trust out of hours, evenings, and weekends, responding to calls and resolving issues.
• Undertake any other reasonable duties as requested.

• Acts as a resource for the support, guidance, and training on service desk related functions.
• Identify and facilitate training needs of the Digital Service Desk team.
• To liaise with the Digital Services training team regarding training requirements for Trust users, identified via interpreting intelligent data.
• The post holder must ensure they have up to date knowledge of the ITSM system, Microsoft operating systems and digital system implementations/upgrades.

• General administration of the ITSM system ensuring foundation data is kept up to date and relevant.
• Working with project teams to identify new system requirements and update the ITSM system with new information.
• Account creations for new members of the Digital services team.
• To maintain an appropriate administration function to facilitate ease of access to information and to facilitate audit. To ensure such records and files are maintained as necessary to meet agreed organisational requirements.
• Work with Trust staff to ensure the requirements of the Information Governance (IG) Data Security and Protection Toolkit are met.
• Maintain appropriate records for staff supervision including appraisals, 1-1s, training etc.

• Work with the Digital Services teams to ensure that key stakeholders are kept regularly informed about changes to service desk procedures and requirements.
• Communicate with the Digital Service Desk Manager regarding any proposals for policy, service, or system changes.
• To communicate updates and escalations through multiple channels.
• To communicate with all levels of staff.

• Contribute to service level agreements and relevant targets for service desk performance.
• To produce and implement, in conjunction with the Digital Service Desk Manager, a plan to ensure that all service desk targets are met.
• Respond and react to variations on workload, both planned and unplanned.
• To maintain a system of monitoring customer feedback, reporting back on the outcomes.
• Plan tasks and activities for service desk personnel adapting to variations and/or interruptions to service accordingly.
• To take corrective action at a sufficient early stage, if it becomes apparent that planned objectives are unlikely to be met.
• To contribute to the transition of new system implementations, ensuring the Digital Service Desk have the appropriate information to support Trust staff.
• To contribute to postimplementation review reports with an emphasis on lessons learned for the future in respect of service desk impact.

Person Specification

Knowledge and Awareness

• Proven knowledge of Microsoft Environments, Operating systems, and applications.
• A thorough understanding of confidentiality and data security.

• Knowledge of NHS Applications / Systems.
• Knowledge of project management methodology.
• Knowledge of Information Governance and Data Protection.
• Knowledge of Microsoft Server technologies, Active Directory, SCCM, O365.

Qualifications

• 5 GCSEs or equivalent including Mathematics and English.
• Educated to degree level or equivalent or able to demonstrate equivalent level of experience.
• Current ITIL foundation certification (or willing to work towards).

• Relevant industry standard IT qualifications.
• Relevant industry standard customer service qualifications.
• SDI Service Desk Analyst qualification.

Experience

• 1st Line IT Support experience.
• Experience of working in a high-pressured customer service environment.
• Previous experience at supervisory level working in a service desk, call handling environment.
• Experience of writing service desk/help desk processes and reports.
• Previous experience of writing IT documentation / user guides for staff and users.
• Highly computer literate.

• Experience of working in a health service.
• Experience of performance management of staff.
• Experience of IT Service Management and associated systems.
• Experience of using Microsoft Active Directory and associated administration tools.

Skills and Abilities

• IT troubleshooting and problem solving skills.
• Ability to work in an unpredictable work pattern where frequent concentration is required.

Certificate of Sponsorship

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.

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.

Employer details

Employer name

The Mid Yorkshire Teaching NHS Trust

Address

Dewsbury and District Hospital

Halifax Road

Dewsbury

West Yorkshire

WF13 4HS

https://www.midyorks.nhs.uk/