Job Ref: 213183359

Date: 2021-02-15 10:11:07

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Key Accountabilities:

Day to day of a Managed support function comprising 1st/ 2nd & 3rd line support analysts
To build and maintain a high performing support team, making sure the team are motivated, engaged and developing their skillsets
Co-ordinate the delivery of a quality service to all ID Medical offices & remote clients.
Ensure that all staff adhere to the ID Medical Service Desk code of conduct and all other quality objectives.
Continually improving service delivery & meeting business SLA's
Maintaining good relationships with key stake holders across the business
Provide ongoing performance feedback to the team, whilst monitoring training plans and development needs
Identify reoccurring issues and make recommendations that will improve our procedures and collaborations with other teams/ departments
Provide administrative support across the I.T department; Ticket Management, Purchase Order Management, Documentation of knowledge
Agree key deliverables, outcomes and timescales at every point within a project
Manage key stake holders expectations and able to resolve any dissatisfaction portrayed by customer base
Provide out of hours support as agreed with IT Managers
Raise Major incident alert of regularly occurring faults or major incidents which need deeper investigation or urgent resolution;
Communicating with managers regularly to ensure business objectives are being met

Skills and Responsibilities:

Outstanding verbal and written communication, with a quick and accurate response technique;
3 to 5 years' experience on an IT Service Desk is desired;
Minimum of 2 years' previous Service Desk Management experience;
ITIL® V4 foundation is desired;
SDM – Service Desk Manager Certified;
Proven experience working in a fast-paced and pressurised environment;
Excellent coaching/mentoring, motivational, and performance management skills;
Flexibility to cope with an ever-changing workload and availability of resources;
Exceptional attention to detail, time management, and organisational skills;
Proven ability to build rapport and credibility with client base;
To be a pragmatic decision maker and stringent organisation of the IT department's deliverables;
To have a pro-active approach to work and a positive can-do attitude;
To have an interest in industry wide news, developments and market changes, with a desire to learn and further knowledge;
Experience in a 360 recruitment approach, ensuring procedures are completed from start to finish every time; and
Excellent knowledge of Service Desk activities.

Why you should work with us:

Not only would you get to be part of the UK's number 1 healthcare provider, you could also benefit from:

Learning and Development opportunities with career development plans;
Free on-site parking;
28 days paid holiday per year;
Competitive salary; and
Discounts with local and national brands.

ID Medical is an Equal Opportunities employer and we are determined that no applicant is treated inauspiciously on the grounds of the Protected Characteristics defined in the Equality Act 2010

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