IT Tier 1 & 2 Operations Co-Ordinator - 37.5 hours Band 5 - Fixed Term , 6 Months

The post-holder will participate in the monitoring, support, implementation and delivery of the ICT Services across the entire Tameside and Glossop Health and Social Care Integrated Care Organisation (ICO) during core hours of 8:00 a.m. to 17:30 p.m.

To provide guidance and leadership to the Tier 1 and 2 teams, and to ensure that a high quality first and second level technical service desk function is provided to all Trust Services.

To be responsible of the delivery of the Tier 1 and Tier 2 service in line with the agreed SLAs.

Main duties of the job

To establish Standard Operating Procedures (SOPs) and review existing for all relevant tasks relating to the Tier 1 and 2 functions, including service improvements of these processes and the associated documents where appropriate.

Lead ICT during high severity incidents, serving as communications lead for ICT related incidents for not only the Trust but the local healthcare economy and partners.

Take responsibility for relevant ICT incidents, service requests and problems, through escalation to resolution in line with best practice guidelines.

Manage the overall Tier 1 and Tier 2 functions and their associated activities, including the allocation of resources to fulfil service requirements.

Responsible for the identification either staffing resource or actual resources, in conjunction with the ICT Services & Operations Manager, to deliver the service needs.

Be responsible for all technical escalations and investigation point for all incidents, service requests, problems and large scale/major incidents identified via the relevant services.

To ensure that process is met and followed with regard to any high-risk incidents that occur within the Service function or alerted to ICT Services within the Trust.

To ensure service continuity within Tier 1 and 2, during periods of planned, unplanned leave or increased call volumes.

To identify problem and incident trends to allow for effective implementation of process and technical change.

About us

Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.

We have a clear set of values & behaviours which we expect all of our staff to demonstrate:

• Safety
• Care
• Respect
• Communication
• Learning

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.

Benefits include flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.

Job description

Job responsibilities

The job description gives an overview of the main tasks and responsibilities of the role, and the person specification focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person Specification

Qualifications

Essential

• Educated to GCSE standard or equivalent
• ITIL Version 3 foundation certificate in ICT Service management or 2 years or more experience in an ICT Leadership role

Desirable

• Degree level qualification in a leadership subject

Experience

Essential

• Demonstrate a good record of successful leadership
• Proven record of professional development
• Proven Experience of service delivery, problem management and resolution
• Experience of Managing Teams and Staff

Desirable

• Experience of working within a Public Sector organisation
• Understanding of the NHS National Strategies and Requirements

Skills and knowledge

Essential

• Excellent written and oral communication skills
• Experience of desktop software & hardware configuration
• Highly proficient in the use of Microsoft Office products
• Accuracy and attention to detail
• Awareness of data confidentiality

Desirable

• Experience in the use of an ITSM

Other factors

Essential

• Ability to travel around Tameside

Desirable

• Access to own car with the appropriate insurances for business use and travel within the geographical work area - Requires travel across geographical sites in all weather conditions

Employer details

Employer name

Tameside and Glossop Integrated Care NHS Foundation Trust

Address

Tameside and Glossop Integrated Care NHS Foundation Trust

Fountain Street

Ashton-Under-Lyne

OL6 9RW

Any attachments will be accessible after you click to apply.

245-ADM5ICTS-08-24