Service Desk Manager

at  Kettering General Hospital NHS Foundation Trust

Building excellent working relationships with all areas of the Group. Effectively communicate ICT service issues to a wide range of internal & external staff, guiding them to a certain course of action and escalating where required. Contribute to building robust processes and procedures adopting disciplines that will add value to the business, these should as a minimum include Incident, Problem and Change Management. Responsible for developing the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement.
Ensuring delays and problems notified to you are escalated where necessary, keeping your line manager always informed of progress. Working with ICT teams to build knowledge base articles and self-help instructional documents and videos. Analyses, Interpret and resolves complex ICT problems where other leading opinions may conflict. Contribute to the Groups Electronic Information Asset Register to include auditing of all information systems, providing a significant level of assurance.
The post holder will be responsible for ensuring that all risks and issues relating to the Service Desk are fully documented, risk assessments undertaken and recorded on the Groups risk management systems as well as the departmental risk register. Contribute to continuous service improvement in relation to Service Management. Assist the Service Manager to create reports for the Groups ICT Service Delivery function for governance forums such as Group Digital Operational Meeting (GDOM). Contribute to effective arrangements for on-boarding of new technology & solutions to operational service are established and fully implemented.
Work closely with the Service Manager to develop, and gain approval for, sound business cases in support of strategic ICT investments

Please refer the Job description for details