Job summary
- Main area
- IMT
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Monday - Friday (08:30-16:30))
- Job ref
- 210-2024-1018
- Employer
- Countess of Chester Hospital NHS Foundation Trust
- Employer type
- NHS
- Site
- Countess of Chester Hospital
- Town
- Chester
- Salary
- £29,970 - £36,483 pa
- Salary period
- Yearly
- Closing
- 06/01/2025 23:59
Employer heading
ICT Service Desk Team Leader
Band 5
Countess of Chester Hospital NHS Foundation Trust, staff pride themselves on not only leading through clinical excellence, but also by creating an environment where all staff are valued and appreciated. To achieve this, the Trust has embarked on an exciting new strategy focused on continuous improvement.
Our vision is to improve the lives of our community and provide excellence in healthcare, through partnership and innovation
Our High Performance Culture will support everyone to be the best version of themselves by being true to our Trust vision, values and behaviours.
We welcome applications from colleagues from our local and neighbouring communities of all backgrounds and identities, who are currently under-represented within our region such as Black, Asian, Minority ethnic and those with disabilities.
As a region we are reviewing the way we work, and exploring how new working practices that support flexible working can create a positive work-life balance. As part of our recruitment process we will explore how our inclusive employment policies, flexible working, staff engagement forums, Trust facilities and services can be of mutual benefit.
Job overview
Working Full time : 37.5 hours per week
This is a key role within the ICT Operations Department and one where your opinions matter and you can really make a difference. As part of a three person leadership team reporting into the ICT Deputy Service Delivery Manager, this role is key for the delivery of great customer service and continual improvement for the ICT Operations Department.
Main duties of the job
- Supporting the delivery of the IT Support Service consistent with the Informatics Strategy. Provide IT technical support coordination and escalation support across all associated IT technical teams.
- Ensuring effective Incident Management in in place by monitoring against quality measures and checks.
- Plan and prioritise IT Support activities, co-ordinating holiday, shift rota and training schedules and the delegation of ad hoc tasks as required to ensure achievement of team and personal objects and service level agreements.
- Escalate and monitor incidents and requests reported to external agencies, suppliers and contractors ensuring that appropriate minimum data sets are submitted correctly, and full communication of call progress is maintained in a timely manner.
Working for our organisation
The Countess of Chester Hospital NHS Foundation Trust provides services to West Cheshire and to Welsh patients covered by Betsi Cadwaladr University Health Board. The Trust works collaboratively within the wider Cheshire and Merseyside Health and Care Partnership. Its services are provided from three locations:
- The Countess of Chester Hospital: providing 438 general and acute beds
- Ellesmere Port Hospital: providing 56 beds as a rehabilitation, intermediate and outpatient facility
- Tarporley War Memorial Hospital: a base for community services which serve the local rural population.
The Trust employs over 6258 staff (headcount) which includes temporary bank staff and provides acute emergency and elective services, primary care direct access services and obstetric services to a population of approximately 407,000. This includes 357,000 residents in Chester and West Cheshire which includes Ellesmere Port and Neston as well as the Deeside area of Flintshire which has a population of approximately 50,000.
The Trust is a busy district general hospital and in 2022/2023, there were more than 503,342 patient attendances (inpatient, outpatient and diagnostic) ranging from a simple outpatient appointment to major cancer surgery. This is an increase of nearly 10,000 compared to the previous year when there were 494,387 patient attendances.
Detailed job description and main responsibilities
See Job Description for further details.
Recruitment selection processes are based on competence (see Person specification) and values.
Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £27.50 (standard) or £55.50 (enhanced), this cost will be deducted from your salary over the first three months of employment.
You are encouraged to enrol for the DBS Update Service. A small annual fee of £16 per year applies.
New entrants to the NHS will commence on the minimum of the scale stated above.
Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.
Good luck with your application.
Person specification
Knowledge & Experience
Essential criteria
- Experience working within IT support infrastructure environments
- Experience of Training to non-IT literate staff within area of knowledge
- Microsoft Office 365 skills including internet/intranet
- Intermediate working knowledge of up to date Microsoft desktop operating systems
- Team Leader or management experience
- Experience in Technical support
Desirable criteria
- Team Leader or management experience in an ICT Service Desk
- Knowledge of SLA's and KPI's
Qualifications
Essential criteria
- Qualified to Degree level in a relevant field or have equivalent knowledge and experience
- IT qualification such as Advanced ECDL or equivalent keyboard & PC Skills.
Desirable criteria
- Recognised industry qualification such as MCP, MCSA, ITIL or equivalent experience.
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Sarah Spirit-Johnson
- Job title
- ICT Deputy Service Delivery Manager
- Email address
- [email protected]
- Telephone number
- 012443668888
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