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Job description

An exciting opportunity has arisen at The Newcastle upon Tyne Hospitals Foundation Trust for Service Desk Team Leader. The successful candidate will join an enthusiastic team reporting directly to the Service Operation Manager

You will be required to work in the Service Desk team as part of a 24-hour support model consisting of 37.5 hours per week on a Monday - Friday 08:00- 16:00 shift pattern. Flexibility will be required.

• Interview Date: 17 April 2023
• 37 Hours 30 Minutes/Week
• You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.

The post holder will be required to work in the Service Desk team. In this capacity the post holder will be the main point of contact for Service Desk staff, a first point of contact for any escalations and able to deputise for the IT Service Operations Manager when necessary.

These activities include:

• • The post holder will supervise a professional Service Desk that supports customers on a 24 hour a day 7 days a week basis. To succeed in this post the post holder will require a detailed knowledge of IT spanning IT infrastructure, hardware and software including end user application. The post holder will be expected to uphold and maintain operational standards that contribute to the delivery of excellent customer service

The IT Directorate is committed to the continuous improvement of Service Desk processes and procedures and to support its people to achieve the highest standards of customer service. To succeed in this role the post holder will need to bring excellent Service Desk knowledge and be committed to delivering the best possible levels of customer service that often exceed the expectations of the customer.

The post holder will also be required to communicate with customers on the progress of issues escalated to the IT Service Operations Manager

Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with over 18,000 staff and an annual income of £1 billion.

Rated ‘Outstanding’ by the CQC for the second consecutive time in 2019, we have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.

We’re also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

Our staff oversee around 1.84 million patients ‘contacts’ each year, delivering high standards of healthcare.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

• The post holder will be required to work in the Service Desk team. In this capacity the post holder will be the main point of contact for Service Desk staff, a first point of contact for any escalations and able to deputise for the IT Service Operations Manager when necessary.
• The post holder will supervise a professional Service Desk that supports customers on a 24 hour a day 7 days a week basis. To succeed in this post the post holder will require a detailed knowledge of IT spanning IT infrastructure, hardware and software including end user application. The post holder will be expected to uphold and maintain operational standards that contribute to the delivery of excellent customer service.
• The IT Directorate is committed to the continuous improvement of Service Desk processes and procedures and to support its people to achieve the highest standards of customer service. To succeed in this role the post holder will need to bring excellent Service Desk knowledge and be committed to delivering the best possible levels of customer service that often exceed the expectations of the customer.
• The post holder will also be required to communicate with customers on the progress of issues escalated to the IT Service Operations Manager

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.