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Job overview

The remit of the Digital Transformation & Service team is to support the successful delivery of the Trust’s transformational plans acting as the front door for Digital. Across the wider Digital portfolio we are working to the following principles:

 Ø  Putting users’ needs first

Ø  Designing for simplicity

Ø  Working in an agile way

Ø  Communicating and engaging throughout

 All members of the Digital team will strive towards “Applying the culture, processes, business models & technologies of the internet era to respond to people’s raised expectations”

 The Service Desk is the central point of contact for Digital queries from staff across the Trust and strives to set the standard of behaviour for customer engagement, playing a key customer advocacy role, developing, and delivering services that support customer needs.

The Service Desk Team Leader is a key role responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met.  Experience of ITSM systems such as Service Now and ability to use Microsoft Excel are requirements of this role.

The post holder is expected to work with autonomously for the most part but also closely with the Service Desk Manager and the wider digital team to drive service improvements. The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests via telephone, email, telephone, MS Teams and in person.

Main duties of the job

This role requires the ability to develop effective working relationships with colleagues within and beyond Digital Services, to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

The Service Desk Team Leader will be required to provide additional help and support to the rest of the ICT Department to resolve technical incidents, minimise risks and provide an extensive and efficient service to both colleagues across the Trust and external customers.

 As a team leader, you will be the contact point for all team members, therefore your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration.  You will be expected to attend site for any strategic initiatives.

Ultimately, you will lead by setting a good example and engage the team to better serve our staff while achieving goals.

Working for our organisation

 Listen to why colleagues think we are a great place to work! - https://bit.ly/3DNEQfD

What does Buckinghamshire Healthcare NHS Trust offer you?

• As part of our BHT family, you’ll benefit from learning and development opportunities to support your career progression.
• We offer flexible and agile working opportunities, alongside your NHS benefits of generous annual leave entitlement, pension and access to NHS discount schemes.  
• We provide a range of health and wellbeing services to promote a healthy, happy workforce.

Why work for us?

• We’re committed to promoting inclusion and making sure all colleagues feel they belong. We encourage new colleagues from a diverse range of backgrounds to apply.
• As an employer, we aim to create a workplace where differences are valued, and colleagues treat one another with dignity and respect.
• Greater diversity within our BHT family improves positive outcomes for the people and communities we serve. 

What do we stand for?

• Our vision is to provide outstanding care, support healthy communities and be a great place to work.
• Our mission is to provide personal and compassionate care every time.

·       Our CARE values are collaborate, aspire, respect and enable.