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Service Desk Supervisor Full Time

at Norfolk & Suffolk Foundation Trust Norwich in Norwich (Published at 14-03-2021)

Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, alcohol treatment, learning disability, wellbeing and eating disorder services across Norfolk and Suffolk.
At any one time, around 23,000 people in Norfolk and Suffolk are receiving care and attention from the Trust. We believe in whole life care – seeing people in the context of their whole lives, understanding the importance of good physical health, friends, family, spirituality, culture, home, work, education and a sense of purpose and achievement to experience good mental health.
Nearly 3,200 full and part-time practitioners care for our service users in hospitals, in the community and in their own homes, whilst an additional 900+ staff provide non-clinical support, including cleaning, delivering supplies, ward administration, information technology, human resources and financial services.

We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience.

We are committed to delivering quality driven mental health services. Every individual makes a valuable contribution. We are proud of our staff who have been commended for the care they provide. Do you value working positively, respectfully and together? If so, we?d love you to join us!

We will consider flexible working arrangements for our roles, please indicate in your application if this is something you require


Please read the job description/person specification carefully and ensure your application reflects the knowledge, skills and experience needed.


It is important that you complete a formal application form as CV?s alone will not be accepted.

TWITTER – The Trust now has it’s own Twitter account for recruitment. Follow us on @NSFTjobs

PLEASE NOTE: If you use a hotmail, msn or yahoo e-mail account, you will need to check your “junk” mail regularly as these email providers will divert any communication from this Trust/NHS JOBS straight into your “ junk” inbox.

Job overview

We’re very excited to have created a brand new role on the Service Desk, Service Desk Supervisor.

This exciting role is for an experienced ICT professional who is looking to make a step into management whilst maintaining their technical skills.

The ideal candidate will be someone who has a passion for helping others develop and is able to work as a role model and perform quality assurance across the team.

NOTE This role is currently going through Job matching, the JD and banding may therefore be subject to change.

Main duties of the job

  • Line Management of Junior Service Desk Analysts and Service Desk Apprentices

  • Quality Assurance of the Team

  • Performing Service Desk Analyst Duties – answering telephones, handling incidents etc.

  • Deputising for Service Desk Manager

  • Leading on training and mentorship across the team

Working for our organisation

The Service Desk is the single point of contact for all ICT related incidents and service requests. The goal of the Service Desk is to facilitate the restoration of normal operational service with minimal business impact on the Trust within agreed service levels and clinical / business priorities. The Service Desk also provides a mechanism for users to request and receive pre-defined; pre-authorised standard services, for example, new starters, new hardware requests, and / or new software requests. Other teams in the ICT Department, such as Field Support, Systems Support, Information Governance and Infrastructure, support the Service Desk.

Detailed job description and main responsibilities

The Service Desk Supervisor will be part of the Service Desk Team working as deputy to the Service Desk Manager by line managing junior members of the team and ensuring quality of the team?s work; as well as assisting in the duties of the Service Desk Analysts.

The role will include:

  • Line Management of Junior Service Desk Analysts and Service Desk Apprentices

  • Quality Assurance

  • Service Level Monitoring

  • Knowledge Management

  • Provide excellent customer service

  • Contribute to the Continual Service Improvement Plan

  • Major Incident Scribe

  • ICT Outage Communications

  • Deputy to Service Desk Manager

  • Training and Mentorship

Person specification


Essential criteria

  • ITIL4 Foundation or equivalent best practise qualification or experience working in an ITIL environment

  • Educated to A Level standard or above

Desirable criteria

  • SDI Service Desk Team Leader or equivalent best practise qualification

  • Comptia A+ or equivalent technical qualification


Essential criteria

  • Professional ICT Support Experience

  • Professional Customer Service Experience

  • Conflict Resolution Experience

Desirable criteria

  • People Management or Leadership Experience

  • Process Improvement Experience

  • Quality Assurance Experience


Essential criteria

  • Customer Service Skills

  • Team Working Skills

  • Communication Skills

  • Conflict Resolution Skills

  • ICT Skills

Desirable criteria

  • Leadership Skills

  • Performance Management Skills

  • Service Level Monitoring Skills


Essential criteria

  • ICT Best Practise Knowledge

  • ICT Process Knowledge

Desirable criteria

  • The NHS and it’s Operational Structures


Essential criteria

  • Detail Orientated

  • Adaptability and flexibility

  • Calm and Cool-Headed

Apart from its legal duties in relation to equality and diversity, the Trust recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief.

Additionally, people with disabilities that fall under the Two Ticks – Guaranteed Interview Scheme will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification).


FOR POSTS WITH DIRECT SERVICE USER CONTACT – Please be advised that due to recent changes in the DBS Service, organisations no longer receive copies of DBS Disclosures ? these are sent directly to candidates only. Therefore, it will be your responsibility, if successful, to ensure that this is taken to the appointing officer as soon as you receive it.

Alternatively, if you have subscribed to the update service, we will be able to check your status once we have your authority to do so.

The Trust has now introduced a DBS Update Service which is a contractual requirement. You need to subscribe when you have applied for your DBS clearance and there is a time limit to subscribe of 19 days after receipt of your DBS disclosure. Please ensure that this is completed within the set time scale.

This update service is an annual subscription at a cost of £13 to you. This will enable the Trust to have instant online access to your DBS record, with your consent, and so will remove the need for you to have to apply for this repeat check again.

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