Lifecycle projects, point of escalation to the Service Desk, incident management

Responsible for Medica's Service Desk team.Working closely with the IT Director and Infrastructure Manager to ensure constant progression and development of Medica's technology.

To ensure that the IM&T Team deliver effective and time services to the business in alignment with the day to day business needs whilst working closely with other Department heads to identify, recommend, develop and implement technology solutions for all aspects of the organisation. The day to day management of IM&T staffing, including recruitment, supervision, scheduling, development and evaluation.To monitor Departmental KPIs and SLAs and to manage the Helpdesk statistics reporting to senior members of IM&T, also including timely resolution and monitoring of core client, Radiologist and internal issues.Perform 2nd line and 3rd line technical duties to aid in the 24/7 service Medica Group provides to many NHS and private Hospitals in the UK.

Working alongside the Service Delivery and IM&T Teams providing assistance where required working on projects big or small to improve the current processes and infrastructure. There was also a small percentage of my time that is used to assist with billing queries and also investigating into any client issues that involve the service lines NightHawk or DayHawk.

I was responsible for a team of 7 support engineers ensuring that all daily tasks were done to a high standard, holding team meetings, looking to develop the team and processes to ensure constant progression and general communication via email and phone for higher level issues that would be escalated by the support engineers.At the beginning of this role i was responsible for client management providing them daily updates and dealing with their higher level day to day queries.

Was part of a small team of engineers that consisted of daily tasks and an on call shift for radiologists covering our NightHawk and DayHawk service.

House re-wires, partial re-wires, factory installations, three phase, two phase, specialist lighting designs, general household electrics, site work, new builds.