IT Service Desk Team Leader

Transcription

1 Job Title: Reporting To: Service Desk Agent Service Desk Team Leader Department(s)/Location: IT Department Job Reference number (coded): 1. JOB PURPOSE Reporting to the Service Desk Team Leader you will provide first line technical support to the Trusts IT users, located across a number of sites. Candidates will be required to log and manage incoming calls through to resolution. The role is predominately office based using a PC continuously and will involve communication via telephone and . It is possible that you may be asked to travel to the Trust s other sites for work purposes. 2. ORGANISATIONAL POSITION IT Service Desk Team Leader 1st line Agent (Service Desk Agent) 2nd line Agent (Desktop Support) 3. SCOPE & RANGE 1 st line technical support which covers of 3500 staff headcount for all IT services and solutions.

2 4. MAIN DUTIES/RESPONSIBILITIES Providing technical advice to customers and Team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues. Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact in accordance with the Service Desk Service Level Agreement. Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority. To provide advice to customers within the Trust on the efficient and safe use of computer systems. Using own judgment, gather detailed, complex and sensitive information and where appropriate input this accurately into the chosen Service Desk tool. Candidates are required to issue reference numbers to all customers every time a request for assistance is made. Maintain ownership of calls and maintain communication with customers in order to achieve response targets defined by the Service Desk Team Leader. Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems. Assist in the monitoring of Trust infrastructure, raising support calls and escalating when appropriate. Work in conjunction with the Service Desk Team Leader to facilitate the development of the Incident/Problem/Change Management process in order to manage the Service Desk against defined service level agreements and improve call resolution times. The role requires the active participation in the development of the Service Desk working methods, process, procedures and development of the service to ensure that changing business needs continue to be met. Implement, document and review procedures and processes to improve first line functionality and store in an easily accessible central repository. Actively undertake audits and seek to improve the level of customer service provided by the Service Desk in conjunction with the Service Desk Team Leader. To update technical knowledge of the Trusts infrastructure in order to support the Trust s strategy. Fully understand and comply with the Trust s Change Control process at all times. Responsible for monitoring the forward schedule of change in order to keep up-to-date with planned infrastructure outages. Ensure compliance with Health & Safety obligations within own spheres of responsibility. To be aware of, and to adhere to, all Trust policies and procedures Within own sphere of responsibility, ensure the Service Desk (first line support) achieve targets (e.g. Service Level Agreements) defined by Service Desk Team Leader. Analyse data in order to create reports to highlight any service level exceptions to the Service Desk Supervisor. Is required to manipulate data in order to provide regular management reports using the Service Desk Tool. Under the guidance of the Service Desk Team Leader post Infra Bulletins when and where necessary to communicate outages and scheduled work to other IT staff. Promote, champion and drive the use of IT Infrastructure Library (ITIL) (BS15000, ISO20000) best practices across the IT function. This will include the responsibility for owning and developing some of the ITIL processes. Responsible for ensuring that they are equipped with the necessary skills and resources to meeting changing and increasing demands. Responsible for the development and maintenance of their own Personal Review

3 Development Plans (PRDP). To ensure that the appraisal meetings be conducted at fixed, regular intervals in co-ordination with their line manager. Act as Super-User for telephony system to ensure that any messages are set up quickly in the event of a major incident. Co-ordinates and supervises work being carried out by less experienced or new members of the team. To remain calm and professional at all times whilst dealing with customers and Team members. Co-ordinate major incidents to ensure that all relevant parties are kept up-to-date. Any other duties which may be reasonably delegated. 5. SYSTEMS & EQUIPMENT Telephone systems, personal computers, Service desk, Sostenuto, Microsoft packages including creating spreadsheets and documents. Hospital bespoke IT systems and equipment. 6. DECISIONS & JUDGEMENTS Escalation to Line Management and following PAH terms and conditions and policy. 7. COMMUNICATIONS & RELATIONSHIPS Any member of staff with incoming enquiry into the department in relation to IT queries for the trust. 8. PHYSICAL DEMANDS OF THE JOB Predominantly office based. Occasional visits to other departments. Repetitive tasks 9. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Interface with users Handling difficult conversations Offering first class service at all time Meeting all KPI target and deadlines.

4 10. KNOWLEDGE, TRAINING & EXPERIENCE REQUIRED TO DO THE JOB IT Related degree or equivalent experience Experience working in a NHS Organisation would be an advantage Experience working within an IT related customer service environment. Knowledge of Microsoft Windows Operating Systems and MS server products. Knowledge Microsoft Exchange with MS outlook. Good verbal and written communication skills with the ability to work with personnel at all levels within all disciplines of the Trust. Good analytical and troubleshooting skills including the ability to clarify a problem, seek all relevant information, detect trends and link cause and effect and identify the critical issues in a complex situation. Proficient with Microsoft Word, Excel and Outlook. Good interpersonal skills and the ability to work productively with staff at all levels. Sound and up to date IT skills. Able to update technical knowledge of the Trust s infrastructure in order to support the Trust s strategy. Ability to deal with problems and situations that require both controlled and sensitive resolution. Ability to provide stakeholders with a positive experience of the service delivered. Able to make decisions and escalate where necessary. Good organisational and time management skills with an ability to manage multiple tasks effectively. Good interpersonal skills both face to face and over the telephone. Ability to work under pressure and meet targets and deadlines. Understands importance of customer service and the role of good communication. Ability to work both independently and as part of a team. 5U Under 5U Contract additional training will be provided to ensure the level of competency is met through strict monitoring of written aims and objectives. 11. TRUST VALUES The Princess Alexandra Hospital s unique organisational identity is based on the following values, Respectful, Caring, Responsible, and Committed. The Trust believes in investing in all our staff and rewarding high standards of care whilst building for excellence and in return we expect our staff to uphold the Trust values to the highest level. 12. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. Job Holder s Signature: Head of Department Signature Date: Date:

5