Senior Service Desk Specialist

Job summary

This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution.

The IT Service Desk acts as a centralised first line support team and is primarily responsible for incident management and for the processing of service requests and standard changes within agreed service levels for all staff within Morecambe Bay Hospitals NHS Foundation Trust as well as those working remotely from satellite sites.

• Training new starters
• Supporting current staff
• Supporting Service Delivery management with problem management
• Updating article list and knowledge bases
• Providing first time fix process documents for Service Desk

Main duties of the job

The Informatics team are responsible for developing the Trust's information, Communication and Technology Strategy and for delivering the information systems development programme. It also ensures the operation of secure and confidential systems, the provision of high quality information and records to support patient care, clinical governance, and performance management.

The IT Services Department is part of the Informatics Directorate and is responsible for strategy, design and transition and operational management of the IT Portfolio in conjunction with other specialist areas of informatics. It provides a range of services to approximately 16,000 users within the Trust.

The use of IT has grown significantly in recent years and is now an essential part of most areas of work. within the Trust. As the Trust is working to eliminate paper from day-to-day processes the IT infrastructure is becoming even more critical to the delivery of patient care.

About us

Why Choose OneLSC and University Hospitals of Morecambe Bay NHS Foundation Trust:

• A vibrant, diverse, and inclusive healthcare community
• Cutting-edge facilities and technology
• Opportunities for continuous professional development
• A culture that values and recognizes your contributions

We operatefrom three main hospitals-Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, andUlverstonCommunity Health Centre.

FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services.

WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.

All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.

Job responsibilities

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading.

Person specification

via application form

Essential

• 1 year Service Desk Experience
• 2 years Customer Service Experience

Desirable

• ITIL Foundation Level 4
• Knowledge of NHS systems and processes

application form

Desirable

• Experience in problem management