*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.Main duties of the job

• 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.
  
  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 hospitalsprovide 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.