*Internal Only*Deputy Service Desk Manager

The Deputy Service Desk Manager will lead the operation of a Service Desk comprised of a team of Service Desk Analysts (1st line) that provide a service to all Trust staff and other users, ensuring that they meet agreed service levels and provide a responsive customer-facing service.
They are expected to effectively plan the Service Desk operation in accordance with agreed core service hours, ensuring that the necessary resource is available to resolve incidents to the users satisfaction either directly themselves or through escalation to other resolver groups (2nd line, 3rd line or 3rd party suppliers). They are also expected to lead in the communication of any Severity level 1 issues which arise under the direction of the Service Desk Manager.
This role is highly visible to staff across the Trust, the impact on Trust services is high and the post holder should exhibit a high level of customer service and professionalism at all times.
This is a key supporting role to the successful operation of the ICT Support Service and requires excellent communication and problem solving skills to ensure that incidents are resolved, working with other ICT support resources and third party suppliers to completion where necessary., + To manage the first 'point of contact' for users with problems - the ICT Service Desk.
+ To ensure that all incidents are logged in the Service Desk system to a standard consistent with agreed management procedures.
+ To manage the provision of telephone analysis and remote support to all users, call resolution for reported incidents and service requests in accordance with standard operating procedures.
+ To ensure that unresolved calls are escalated to the appropriate IT support team (2nd/3rd line) for prompt resolution.
+ To ensure that solutions are recorded against the call log and the original caller advised of status updates - even if the incident is resolved by a group outside the post holder's direct management.

Working for our organisation
The Hillingdon Hospitals NHS Foundation Trust is the only acute Hospital in the London Borough of Hillingdon and offers a wide range of services including accident and emergency, inpatient care, day surgery, outpatient clinics and maternity services. The Trust's services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit and outpatient clinics.
The safety and well-being of our patients and of our staff is paramount and we are making urgent improvements to address this - particularly in infection prevention and control. We are making progress and going forward by working in partnership with local GPs, charities,
community services, academic partners, our local authority, neighbouring hospitals and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are absolutely focused on ensuring that our hospitals
provide high quality, safe and compassionate care, while drive forward the building of the new Hillingdon Hospital.
We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed., + To ensure that customers are provided with ad-hoc instructions and advice in the basic use of ICT hardware and software in accordance with standard operating procedures.
+ To oversee the monitoring of application Interfaces, in accordance with agreed Service Desk management arrangements
+ To communicate with external suppliers for software or hardware support
+ To enable remote network access for staff following Standard Operating Procedures (SOPs), registering access using the Service Desk system
+ To assist in maintaining the accuracy of the ICT Service Desk Database by following Standard Operating Procedures.
+ To ensure that all breaches of system access, theft or loss of equipment are notified immediately to the ICT Security Manager and Information Governance Manager for investigation
+ To assess staff's present or future computer or training needs, escalating to the appropriate team/department for assistance.
+ To ensure that calls are prioritised and passed to the various support groups within the Department.
+ To communicate information clearly and effectively to management relating to any issues that operationally affect the running of the department.
+ To manage the physical and electronic security of the IT Office following Standard Operating Procedures.
+ To ensure that Service Desk staff have sufficient information and training to assess the criticality of incidents and alert the on-call manager/engineer in the event of a system failure when working alone or out-of-hours.
+ To contribute towards system and process development with the aim of improving service delivery & support which may involve IT projects or other Trust initiatives.
+ To line manage the team of Service Desk Analysts managing performance on a regular basis and ensuring that appraisals and one-to-one meetings take place in accordance with Trust policy.
+ Plan the delivery of operations to ensure that the agreed shift rota is sufficient to cover the demand from users.
+ To identify the resourcing requirements of the Service Desk function and negotiate these with the Operations Manager and Associate Director of ICT.
+ To develop key performance indicators and statistical information regarding activities of the Service Desk function in order to measure and monitor effective delivery
+ To analyse and report on trends in respect of customer requirements and to develop and implement action plans to address these
+ To recommend changes to standard operating policies and procedures in relation to the Service Desk
+ To have a flexible approach to working hours.
To view the main responsibility, please see the attached the Job Description and Person Specification
Once a sufficient number of applications have been received the vacancy may be closed prior to the published closing down date. All contracts are issued under Agenda for Change Terms & Conditions of employment and all posts are subject to appropriate job matching or evaluation process, where indicated. Applications are welcome from all sections of the community to ensure our workforce is representative of the population. Please note that all candidates at risk in London and going through the NHS London Redeployment scheme are to be given priority as part of the recruitment process where their application meets the essential criteria for the role.
Please note: If you do not meet the requirements for the role or have specific registration where required then your application will be automatically rejected.
If you do not hear from within 2 weeks of the closing date please assume you are unsuccessful.
The Hillingdon Hospital will use the information provided primarily for the purposes of managing your employment within the Trust.