Senior Systems Service Desk Specialist

at  East London NHS Foundation Trust

The Senior Systems Service Desk Specialist is a key member of the Systems team. The post will be responsible for the day-to-day management of the Systems Service Desk which provides first and second line support for the Trusts digital & clinical systems, ensuring continuity of service and resolution of ongoing operational issues.
The post holder will have responsibility for the line management of the Systems Service Desk Team. The post is a lead technical role in a team of specialist application staff, and acts as a point of escalation for the Systems Service Desk. The Senior Systems Service Desk Specialist is responsible for ensuring incidents and service requests are managed effectively and in
accordance with Service Level Agreements (SLA’s).
The post is a subject matter expert for clinical and non-clinical applications, minimising the service impact of any issues, changes or problems associated with the Trusts systems suite. The role incorporates customer care, vendor or relationship management, operations, communications co-ordination and team management. The post holder will work closely with the Senior Systems Manager and Systems Service Desk, Transformation & Deployment Manager and is also responsible for working closely
with the project teams, ensuring system upgrades or new application implementations are planned or executed safely and effectively. This involves working as part of a team or on an individual basis with application vendors, internal or external stakeholders and other technical experts, ensuring assigned project tasks are completed within project tolerances.
The post holder will also be responsible for continuous improvement ofthe Systems Service Desk.
Our mission is to make a positive difference to people’s lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations
This will involve developing and agreeing SLAs, monitoring tickets/workload and improving data capture forms in our service desk management software. The post holder will take a lead role on testing, documenting and reporting issues to the supplier. The post holder will be required to deputise for the Systems Service Desk, Transformation & Deployment Manager as required

Maintain specific, in depth knowledge of the systems supported by the Systems Service Desk team

• Line manage the Systems Service Desk team
• Maintain a comprehensive knowledge of current working practices within the Trust
• Utilise expert knowledge to resolve a range of varied, complex technical issues and explain complex situations in simple terms to staff at all levels
• Develop Standard Operating Procedures (SOP’s) for routine activities, ensuring all systems administrators adopt standard working practices, and provide procedures for the technical teams to enable them to undertake repeatable, low risk operational tasks
• Establish procedures for the routine support or maintenance of systems, ensuring health and performance is monitored or maintained to an optimal level
• Work with the Systems Service Desk, Transformation & Deployment Manager and Senior Systems Manager to review the quality of systems support and focus on continual service improvement
• Liaise with customers to establish and document their system requirements
• Follow IT change control procedures and maintain/create configuration reference documentation.
• Liaise with vendors to ensure system issues are resolved in agreed timescales
• Liaise with ELFT services and external parties such as the NHS Digital National Back Office and system vendors to ensure good data quality is maintained on local systems and on the national spine.
• Work with suppliers, 3rd party vendors and trust teams to support new

modules,functionality and integration with other systems.

• The post holder will support clinical system upgrades including testing, documenting and reporting issues to the supplier.
• The post holder will work to improve the process for customers to log issues and requests by defining SLAs, improving data capture forms and seeking customer feedback.
• Liaise with Digital Service Manager to establish consistent ITIL processes
• The post holder will provide regular Systems Service Desk performance reports to the Systems Service Desk, Transformation & Deployment Manager and Senior Systems Manager

Please refer the Job description for details