Band 5 Triage Technical Support Technician
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Job summary
The IT Service Centre provides single point of contact and liaison for all internal and external IM&T Incidents, Requests and enquiries.
As a member of the IT Triage team reporting to the IT Service Desk Manager, the post holder will provide a responsive, customer focussed service, providing extensive 2nd Level IT Support to trust users and stakeholders as directed.
Much of the work required of this position requires triaging incidents, owning escalations and managing incoming problems from an early stage through to completion. The post holder will provide 2nd line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.
Main duties of the job
* Day to day management and monitoring of ITBM support queue within agreed Service Level Agreements, including Service Centre Self-Serve Portal logged incidents and requests, updating and / or closing tickets and providing confirmation to the customer as required.
* Provide senior Service Desk support within the IT Service Centre Team to ensure delivery of an efficient and reliable IT customer centric service to the Trust, utilising advanced customer service skills to maximise positive customer experience.
* Provide second line incident management and Request resolution:-
o Manage Problem logs and Call Incidents at 2nd Line Level
o Analysing information obtained from users on all IT problems and issues
o Handling User Escalations from 1st Line
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Details
Date posted
14 June 2024
Pay scheme
Agenda for change
Band
Band 5
Salary
£28,407 to £34,581 a year
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
304-1078823DH
Job locations
Yardley Court
11-13 Frederick Road, Edgbaston
Birmingham
West Midlands
B15 1JD
Employer details
Employer name
University Hospitals Birmingham NHS Foundation Trust
Address
Yardley Court
11-13 Frederick Road, Edgbaston
Birmingham
West Midlands
B15 1JD
Employer's website
https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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