What is your current role in the S&SHIS?

1st Line Service Desk Supervisor

What do you do in your role?

Manage and support staff in the Service Desk. Alert teams of trends in tickets logged by users and then work with the teams, where possible, to provide a fix/workaround.

Being a supervisor I also help staff members to develop their skills to assist them in their current role and their progression onto future roles.

Have you always worked in this role?

No.

What other roles and departments have you worked in during your career?

2nd Line Technician and 2nd Line Engineer.

What motivated you to move roles?

Helping users and colleagues has always been something I enjoy doing. Supervising the Service Desk allows me to see first-hand the full range of issues that the S&SHIS deals with.

What support helped you to make this change?

As a 2nd line engineer during covid I was given an opportunity to train up an apprentice technician.

This, alongside the support from my supervisor and manager, has enabled me to learn the skills and knowledge required, to support staff through personal and work-related issues.

What do you value about progressing your career in S&SHIS?

Job satisfaction when we can resolve an issue for a user which allows them to provide a high level of Healthcare to the end patients.

What would be your best piece of advice to others seeking a career in the S&SHIS?

Don’t be afraid! There is support available from staff to help you with any perceived weaknesses you may have. Everyone is friendly and is happy to help!