Oxford Health NHS Trust rH27iWzC
The ideal candidate will have a technical background, experience in service desk environments, and strong problem-solving skills to effectively address customer issues across the Trust. Responsibilities also include recruiting, training, and appraising team members, organizing the on-call rota, maintaining documentation, and liaising with third-party service providers. The role requires travel to various sites within the Trust, and a valid driving license and vehicle access are necessary. Adjustments in line with the Equality Act 2010 can be considered where needed.
We are recruiting for an IT Service Desk 2nd Line Team Leader to join our IM&T Team based at Littlemore Mental Health Centre in Oxford.
You'll be leading a team of five technicians providing a high level of 2nd line support to our customer base across the Trust for desktops, laptops, mobile devices, peripherals, and systems in accordance with our Service Level Agreement.
As the key escalation point for all technician queries, you'll be the primary interface with other IT resolving groups, leading on incident management, ensuring processes are being correctly applied and escalated to the appropriate management team.
You'll use your expertise to detect, diagnose and resolve customer issues remotely to increase efficiency and produce metrics with applicable statistics for senior management that can be reviewed and used to inform service improvements.
If you have a technical background, experience of working within a service desk and enjoy complex problem solving for a wide customer base, we would love to hear from you!
This role requires travel to various sites across the Trust to resolve issues as required. Applicants must have a full valid driving licence and have access to a vehicle for work. Adjustments can be considered in line with the Equality Act 2where required.
- Lead, organise and motivate the 2nd line technical team, responding to service level agreements and meeting customer needs in a timely and professional manner.
- Recruit, train and appraise the team along with organising the on-call out of hours Rota.
- Produce for the service desk manager and other senior management performance and statistics that can be reviewed and input to service improvements.
- To interface with our third party providers service desks in a professional manner and to escalate and resolve third party issues with the appropriate teams.
- Ensure all team documentation is developed, maintained and published in accordance with departmental standards.
Please refer to the job description attached for a comprehensive list of duties
About us
Please refer to the job description and guidance notes attached for further information on this role
Please wait...this will take a moment...
