Job summary
- Main area
- IT Service Desk
- Grade
- NHS AfC: Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 423-6084401
- Employer
- Airedale NHS Foundation Trust
- Employer type
- NHS
- Site
- Airedale General Hospital
- Town
- Keighley
- Salary
- £28,407 - £34,581 Per annum
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
IT Service Desk Team Leader (Band 5)
NHS AfC: Band 5
Be part of our future landscape
At Airedale, we are committed to promoting equality, diversity and inclusion. We actively encourage applications irrespective of people’s age, lived experience of living with a disability or long-term conditions, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.
Increasing our diversity and supporting our organisation to be more inclusive is a key priority here at Airedale and our teams are at the centre of how we work towards this.
We appreciate all people may have diverse and individual needs and we pride ourselves on supporting all people to thrive and flourish at work. We have frameworks in place that support reasonable adjustments and flexible working for colleagues throughout their working lives which starts at recruitment.
These are exciting times for Airedale. We have the once-in-a-career opportunity to be involved in the planning and building of a completely new hospital here on our Steeton site by 2030. By joining us now you’ll be a key part of our journey over the next few years, with the chance to input into a state-of-the-art, modern healthcare facility that will deliver care to our communities for decades to come. We are also on the journey to a new electronic patient record, part of our wider ambition for our digital future – a future that builds on our significant telemedicine and digital care success. Ultimately, what makes Airedale special is our people. Not just our staff, but our volunteers, patients, visitors, and wider population who make up the Airedale family. This is a Trust that sits at the heart of our community, and our communities are very proud of their Trust.
Job overview
The jobholder will be responsible for the provision of IT Support & Implementation Services to all users of the Trust’s ICT infrastructure.
Leading a team of IT Service Desk Officers, the jobholder will supervise the first and second line support workload using the Service desk incident management system, investigating and resolving routine and complex hardware and software faults in a timely manner.
Working to tight SLA timescales the jobholder will prioritise incidents depending on the business impact using the ITIL methodology of Service Support.The jobholder will work closely with the IT Support Manager to maintain, audit and continually evolve the IT Support Knowledge Base.
This role will be expected to participate in a 24/7 on-call rota and planned maintenance activities outside of core office hours as required by the business, covering the main hospital site and offsites.
The jobholder will be working Monday to Friday – 37.5 hours per week.
Main duties of the job
1. Supervise the IT Helpdesk Officers including workload, annual leave and rota’s
2. Manage escalations received through the IT Service Desk, end users and support IT Helpdesk Officers and take ownership until a satisfactory conclusion has been reached.
3. Ensure that IT Kit Deployments are undertaken aligned with Trust KPI’s, in accordance with Priority Level/deadlines and also that the organisation Asset Management library is updated in real time
4. To undertake training relevant to the development of the role.
5. To comply with and enforce the policies and procedures of the Trust
6. Write scripts that will be added to the knowledge base that will aid first time resolution
7. Manage conflicting priorities to meet the ICT Support Teams SLA’s and KPI’s
8. Motivate a team of technical people
9. Provide practical training to IT Helpdesk Officers
10. Review working scripts to ensure they follow ITIL best practice.
11. Share best practice with other Analysts to provide a consistent service to end users
12. Liaise with external third-party suppliers e.g. Dell and HP to order replacement parts
13. Cover IT Support Manager role when required.
14. Support and on occasions lead on IT related projects
Working for our organisation
We are always looking for enterprising and innovative approaches to the way we provide our services. We are a national centre for telemedicine and introduced telehealth to the UK offender healthcare sector and also provide the service to patients in their care homes. Community matters to us and we are supported by 400 dedicated volunteers and have strong links with Bradford University, Craven College and Leeds City College to ensure we inspire the workforce of the future.
We want to attract staff who embrace our ‘Right Care’ behaviours of compassion, a commitment to quality of care and working together for patients – we want to make these part of our DNA.
You will be working as part of a small team that is dedicated to providing the best IT Infrastructure environment enabling the Trust to provide the best possible healthcare to our patients, visitors and community.
We also work along side our neighbouring Trusts to help deliver the same high standards of healthcare to the whole of West Yorkshire as part of WYAAT and the wider region of Yorkshire.
Detailed job description and main responsibilities
For further information and full details of the job role please see the attached job description and person specification.
Person specification
Knowledge
Essential criteria
- Knowledge of the NHS Constitution & ‘Understanding the New NHS’
- Experience on IT infrastructure gained within an enterprise environment
- Knowledge of IT “best practice” standards, procedures, policies, and protocols
- Thorough understanding of Information Governance
- Expertise in the following areas: - Maintenance of the Trust’s IT assets - Office 365 – NHS Shared Tenant - Network (Ethernet & Wi-Fi) - Service Availability - Microsoft Active Directory - Group Policies
Desirable criteria
- Knowledge and experience of working in Healthcare environment
- Knowledge of the following - Dell Hardware and Infrastructure - Asset management tools - Cisco ISE - Microsoft SQL - VMWare vSphere - Cybersecurity knowledge - Mobile Device Management platforms (Intune, Workspace One)
Qualifications
Essential criteria
- A Levels or International Baccalaureate or relevant experience
Desirable criteria
- ITIL
- MSCE
Experience
Essential criteria
- Experience working within an IT department
Desirable criteria
- Experience working within NHS
- Experience in working as part of an IT support team
- Line Management Experience
Skills
Essential criteria
- Ability to understand, interpret and communicate complex IT Functionality issues, whilst working under extreme pressure
- Analyse, investigate and resolve complex IT issues/problems
- Able to communicate effectively with all levels of staff both within and external to the organisation
Other
Essential criteria
- Flexible approach to working hours
- Hold a FULL, UK clean driving license.
- Access to own transport – mandatory due to requirement to provide IT support services across all sites.
- Required to participate in an on-call rota.
Employer certification / accreditation badges
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Nathan Armstrong
- Job title
- IT Service Desk Team Leader
- Email address
- [email protected]
- Telephone number
- 01535 294834
List jobs with Airedale NHS Foundation Trust in Administrative Services or all sectors