A dynamic and pivotal role has arisen within our Digital Team to lead and develop a talented service desk team to assist with the implementation of the new Electronic Patient Record (EPR) system . This will be an ideal opportunity to shape our service delivery and make a real impact on user experience. The role is expected to work across all the stages of the ITIL Service Lifecycle involving Service Design, Service Transition, Service Operation, and Continual Service Improvement.

MAIN DUTIES WILL BE:

• Delivery of a customer focused Digital Service Desk for all service users
• Manage a team of IT Engineers and Service Desk agents including their workload.
• Manage incidents and service requests using ITIL processes and ITSM tools.
• Ongoing development of staff and processes
• Continual service improvement within the Service Desk using performance reports, audits and service feedback.
• To work and collaborate with other Digital staff to ensure the smooth operation of the delivery and consumption of Digital services.
• To engage with clinical and non-clinical staff around the requirements or issues concerning Digital services.
• Align Service Desk Operations and its objectives with Digital’s Service Design specifications and the Digital Strategy
• To assist the IT Front Office Manager in delivering End User Compute services and access to clinical and non-clinical systems to all service users
  At Coventry and Warwickshire Partnership NHS Trust (CWPT), we deliver a wide range of physical, mental health, learning disability and autism services, and are proud to serve communities across Coventry, Warwickshire and beyond.
  We put ‘people at our heart’; this ethos is at the centre of everything we do and how we do it. We care for our staff and colleagues as much as they care for others and offer a wide range of benefits and development opportunities.
  generous annual leave entitlement which increases during your time with us
  excellent learning and development opportunities, including apprenticeship frameworks, distance learning, internal training, coaching and mentoring, and much more
  salary sacrifice schemes for lease car/ vehicle, Cycle to Work, home and electronics, gym membership and more
  discounts with a range of retailers, restaurants and entertainment venues through our Employee Assistance Programme and NHS discount schemes
  wellbeing support, including an in-house counselling service, external helpline and more
  staff networks and support group
  We’re always on the lookout for people who share our passion for improving the lives and wellbeing of people in our community, as well as our values of compassion, collaboration, excellence, integrity and respect.