IT Service Desk Team Leader Apprentice Job Description GRADE: 0-6 Months at 20122.20pa 6-18 Months at 21559.50pa 22128pa on completion of qualification HOURS 37.5 REPORTS TO & RESPONSIBLE TO: IT Service & QA Manager ACCOUNTABLE TO: Chief Information Officer JOB SUMMARY: To be the IT Service Desk Team Leader and provide management and leadership to the Service Desk Team and to ensure that a high quality first line technical service desk function is provided to all Organisational Services. To be responsible and have ownership of the delivery of the Service Desk functions. You will enroll onto and work to complete Management and Leadership Level 3 on an Apprentice Framework, this will take no longer than 18 months to complete. To be successful onto this opportunity, you will need to complete and Initial Assessment and achieve no less than a Level 1. KEY WORKING RELATIONSHIPS: Service Desk Team and wider IT department. Trust Staff 3rd Party Maintenance & Software/Hardware Contractors and Suppliers All future and existing ICO relationships MAIN RESPONSIBILITIES: 1. Incident, Service Request and Problem Management To establish Standard Operating Procedures (SOPs) and review existing for all relevant tasks relating to the Service Desk function, including continual service improvements of these processes and the associated documents. Lead the service desk during high severity incidents, serving as communications lead for IT related incidents for not only the Trust but the local healthcare economy and partners. Manage all Service Desk staff in line with local and Organisational policies and procedures. Take responsibility for all IT incidents, service requests and problems, through escalation to resolution in line with best practice guidelines.
Support the Tier 2 Team Leader in the implementation of process, hardware & software, relating to key system failures and Major Incident Plan (MIP) activities. Manage the overall Service Desk function with its associated activities, including the allocation of resources to fulfil service requirements. Responsible for the identification either staffing resource or actual resources, in conjunction with the Operations Manager, to deliver the service needs. The post holder will have oversight and understanding of the financial position and make informed decisions on resourcing request. Be responsible for all technical escalations and investigation point for all incidents, service requests, problems and large scale/major incidents identified via the Service Desk. Provide expertise to the Service Desk in the management and resolution of IT problems. To ensure that the IT Service & QA Manager and the IT Technical Services Manager and/ or CIO are aware of any high risk incidents that occurs within the Service Desk or alerted to the Service Desk within the Organisation. To ensure service continuity on the Service Desk, during periods of planned, unplanned leave or increased call volumes, which may include undertaking duties of that IT Technical Support Officers. To support and maintain ISO27001 certification within the team, and to take appropriate steps to ensure that this is achieved and maintain. This will include the identification of tasks required and the delivery of these to the agreed milestones. 2. Performance Management Monitor KPIs relating to incidents and problems assigned to the Service Desk function. Analyse agreed statistics and compile into appropriate performance reports and documents for team meetings and to support IT management functions. To ensure performance meets the agreed and establish SLAs, escalate to the IT Service & QA Manager where performance is not met. Ensure smooth transition of new systems and processes, from the service pipeline into a fully operational environment, specifically taking responsibility for the preparation of documentation and process design to ensure a fully supported service. Support the operation and maintenance of the Configuration Management Database (CMDB) relating to the whole IT function and adherence to all policies supporting the CMDB process 3. Relationship Management Build service relationships with key internal and external clients and stakeholders in relation to an IT service support and/or delivery. Manage key internal relationships to support and meet service level management.
Based on the Organisation s direction, build relationships with future ICO partners in the identification of requirements for the Service Desk function, as directed by the Operations Manager/ CIO. 4. General Management Duties To update and improve processes and policies supporting the Service Desk function, as directed by the IT Service & QA Manager. Design processes and record keeping systems to allow for easy retrieval of information, in accordance with record management guidelines and policies. Represent the Service Desk at internal organisation, external meetings, and seminars, alongside acting as an advocate for both the team and the service. To establish the Organisation s Values and Behaviors within the team and ensure that day to day practice is reflective of these principles. To escalate and act on any issues identified. To ensure governance arrangements are established on the Service Desk, which included incident reporting, risk assessments and escalation of issues. To have an overview of the service delivery of the wider IT department, and the processes within the team. 5. Knowledge and Skills You will enroll onto and work to complete Management and Leadership Level 3 on an Apprentice Framework, this will take no longer than 18 months to complete. Support the IT Service & QA Manager in the development and maintenance of an excellent client focused work ethic and environment. Taking responsibility for delivering an excellent service within the whole IT service support and delivery. To be able to analyse information and/or make decisions about the next course of action. Be able to identify faults, liaise with technical partners and colleagues on associated technologies and provide an acceptable and effective solution. Communicate with organisation employees and external organisations complex information. This may include fault reports, diagnoses and relevant event logs etc. Be able to communicate at all levels of the organisation including understanding speech and languages difficulties. Assist in the use of specialist software tools for the manipulation of data, fault diagnosis and repair of IT software/hardware. Undertake training and development as appropriate by internal and external sources as and when required by your line manager. Keep up to date with departmental, and organisational information, reading appropriate communications and discussions with colleagues. Keep updated with new and developing technologies.
To be able to manage own workload and that of other staff. To have the ability to produce reports using a range of software packages. Required to have good keyboard skills, and knowledge on the use of VDU equipment. 6. Human Resources Perform staff briefings, 1:1s and information dissemination through the Service Desk team. To recruit staff to necessary vacancies within the team and undertake local induction/ training plans for new staff. To identify pressure points within the team, and identification of possible external/ additional resources needed for the team. Perform staff training and knowledge training for the Service Desk team and other supporting teams and service. Plan staff rota s and activities relating to the Service Desk and associated functions. Adapt schedules and rota s at short notice due to emergency or quick developing situations. To be aware of all relevant HR and Organisational policies and procedures and to implement as and when necessary. Carry out annual staff appraisals and ensure that all employees have complied with the Organisation s Mandatory training. Performance management of team and or individuals within the team. Allocation of work to service desk staff dependent on role and expertise/experience. To deal with people management issues such as sickness absence, capability and conduct issues, which required sensitivity. To adopt an approachable management style which will allow for staff to build a rapport with you. 7. Effort and Environment Occasional transportation and lifting of equipment within the service. To use PC and VDU in the delivery of tasks. Ability to manage exposure to stressful events during a key or critical system failure or malfunction including management and resolution of such circumstances. Ability to work in an environment with interruption and process challenge. Required to fill in IT logs and reports regarding daily duties or incidents.
Occasionally required to work within main or backup computer rooms which can be noisy and subject to environmental controls. Occasionally required to work alone, in all areas where IT equipment is located. 8. Additional Requirements To provide cover for colleagues as directed by your manager. Safe use of equipment other than equipment used personally; safe use of expensive equipment. To work at any Trust/ ICO premises, as directed by your line manager. Risk Management (Health and Safety) a) You will follow risk management procedures at all times. The Risk Management procedures for the Trust and the department are kept by the departmental manager. b) You are personally responsible for Risk Management issues in respect of yourself and your colleagues. c) If you identify a potential hazard you should report it to your manager/supervisor at once. If in doubt you should speak to your manager for guidance. d) You must always use safety equipment provided, and report any defects to your manager. You must attend Risk Management Training as directed by your Manager. To avoid any behavior which discriminates against your fellow employees, or potential employees on the grounds of their sex, sexual orientation, marital status, race, religion, creed, colour, nationality, ethnic origin or disability. Not to communicate verbally or physically in a manner that offends, causes distress or stress to fellow employees or clients. To safeguard at all times confidentiality of information relating to patients and staff. To refrain from smoking in any areas of Trust premises. To behave in a manner which ensures the security of NHS property and resources. To abide by all relevant Trust Policies and Procedures. This list of duties and responsibilities is by no means exhaustive and the post holder may be required to undertake other relevant and appropriate duties as required. This job description is subject to regular review and appropriate modification.
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Person Specification IT Service Desk Team Lead in Training Requirements Measured by Essential Desirable Met Evidence 1. Qualifications ITIL Version 3 Foundation Certificate in IT Service Management or equivalent experience. ITIL Version 3 Service Operation Lifecycle Qualification Minimum of 5 GCSE or equivalent Application Application Application AS or A level qualifications or equivalent Application HNC/HND/Degree level qualification in an IT subject or equivalent experience 2. Experience Application Experience of working within a Public Sector organisation Working knowledge and experience of working within an ITIL focused department Proven record of professional development Experience of Health Information Systems
Understanding of the NHS National Strategies and Requirements The understanding and adoption of confidentiality Experience of service delivery, problem management and resolution. Experience of managing teams against KPIs Experience of managing teams and staff 3. Skills and Knowledge Ability to plan activities and staff rotas around the service desk function, including daily checks Ability to lead on standard operating procedures Excellent approach to data quality Application Excellent telephone manner Excellent written and oral communication skills, including public speaking Ability to negotiate with all stakeholders Highly proficient in the use of Microsoft Office products and other similar desktop applications
Knowledge of Desktop Operating Systems Knowledge of Server Operating Systems Knowledge of Internet Services Knowledge of computer hardware components Ability to interpret complex user queries Ability to identify IT problems and initiate Problem Management processes Ability to lead on the Service Desk Knowledge Management processes Ability to work unsupervised and prioritise workloads Ability to manage workload and develop own schedule of work Excellent keyboard skills Ability to retain knowledge of all IT and interrelated IT systems Ability to input and manipulate data into IT Support tools and applications Ability to drive, holds current UK Full driving licence Ability to deal courteously and professionally with patients, visitors and other staff during incidental contact Active team player Demonstrate and promote a positive attitude Ability to lift and transport IT Equipment across the site Able to work at VDU/desk for long periods as required
Ability to focus on own work Ability to manage user expectations Ability to remain calm when dealing with difficult situations/emergencies Demonstrate a flexible, committed and reliable attitude Awareness of IT Security, including the Data Protection and Freedom of Information Act Excellent customer service skills 4. Other Factors Potentially extended periods of use of IT equipment Exposure to noisy/cold working environment (Data Centers/switch rooms) Requires travel across site in all weather conditions Notes on completion Essential criteria are those attributes required of the post holder without which an appointment cannot be made. Desirable criteria are those attributes of the post holder, which would be useful, but not essential for the post holder to perform the role. How tested: Application Form,, Presentation, Test, Reference. I confirm that this Person Specification has been discussed and agreed with me. Name:. Signature:. Date:.