Main area IMT Grade Band 5 Contract Permanent Hours Full time - 37.5 hours per week (Monday - Friday (08:30-16:30)) Job ref 210-2024-1018
Employer Countess of Chester Hospital NHS Foundation Trust Employer type NHS Site Countess of Chester Hospital Town Chester Salary £29,970 - £36,483 pa Salary period Yearly Closing 06/01/2025 23:59
ICT Service Desk Team Leader
Band 5
Countess of Chester Hospital NHS Foundation Trust, staff pride themselves on not only leading through clinical excellence, but also by creating an environment where all staff are valued and appreciated. To achieve this, the Trust has embarked on an exciting new strategy focused on continuous improvement.
Our vision is to improve the lives of our community and provide excellence in healthcare, through partnership and innovation.
Our High Performance Culture will support everyone to be the best version of themselves by being true to our Trust vision, values and behaviours.
We welcome applications from colleagues from our local and neighbouring communities of all backgrounds and identities, who are currently under-represented within our region such as Black, Asian, Minority ethnic and those with disabilities.
Job overview
Working Full time: 37.5 hours per week
This is a key role within the ICT Operations Department and one where your opinions matter and you can really make a difference. As part of a three person leadership team reporting into the ICT Deputy Service Delivery Manager, this role is key for the delivery of great customer service and continual improvement for the ICT Operations Department.
Main duties of the job
* Supporting the delivery of the IT Support Service consistent with the Informatics Strategy. Provide IT technical support coordination and escalation support across all associated IT technical teams.
* Ensuring effective Incident Management is in place by monitoring against quality measures and checks.
* Plan and prioritise IT Support activities, coordinating holiday, shift rota and training schedules and the delegation of ad hoc tasks as required to ensure achievement of team and personal objectives and service level agreements.
* Escalate and monitor incidents and requests reported to external agencies, suppliers and contractors ensuring that appropriate minimum data sets are submitted correctly, and full communication of call progress is maintained in a timely manner.
Working for our organisation
The Countess of Chester Hospital NHS Foundation Trust provides services to West Cheshire and to Welsh patients covered by Betsi Cadwaladr University Health Board. The Trust works collaboratively within the wider Cheshire and Merseyside Health and Care Partnership.
Detailed job description and main responsibilities
See Job Description for further details.
Recruitment selection processes are based on competence (see Person specification) and values.
Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £27.50 (standard) or £55.50 (enhanced), this cost will be deducted from your salary over the first three months of employment.
You are encouraged to enrol for the DBS Update Service. A small annual fee of £16 per year applies.
New entrants to the NHS will commence on the minimum of the scale stated above.
Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.
Good luck with your application.
Person specification
Knowledge & Experience
* Experience working within IT support infrastructure environments
* Experience of training non-IT literate staff within area of knowledge
* Microsoft Office 365 skills including internet/intranet
* Intermediate working knowledge of up to date Microsoft desktop operating systems
* Team Leader or management experience
* Experience in Technical support
* Team Leader or management experience in an ICT Service Desk
* Knowledge of SLA's and KPI's
Qualifications
* Qualified to Degree level in a relevant field or have equivalent knowledge and experience
* IT qualification such as Advanced ECDL or equivalent keyboard & PC Skills.
* Recognised industry qualification such as MCP, MCSA, ITIL or equivalent experience.
Disclosure and Barring Service Check
If the role is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Enhanced DBS check applications that are submitted with omitted or incorrect information will be withdrawn. In the event errors are identified on your original application, a new application will need to be submitted and you will be required to pay the DBS application fee again.
The cost of the DBS application is £27.50 (standard) or £54.50 (enhanced), this cost will be deducted from your salary over the first three months of employment.
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