Band 5 IT Support Officer
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Job summary
The IT Services Technical Support & Provisioning Team provides second line support services for all internal and external IM&T Incidents, Routine Requests, Service Requests and enquiries.
Forming part of the wider IT Services tiered support function, the purpose of the role is to provide point of contact and liaison for all related tier two support escalations and assignments with a view to providing enhanced investigations and timely ticket response level resolutions.
To provide highly customer service orientated support services delivered within agreed service level targets and agreements.
Encompassing all necessary local and offsite Trust site locations and end users, as directed, the post holder will provide a combination of desk based remote /telephone support as well as field based.
The post holder will be responsible for providing technical resolutions or guidance to reported issues and for providing all the relevant accurate information if escalated to any third line support.
The post holder will provide support for all desktops, printers, handheld tablet and PDA devices, telephony including desk phones, blackberry and other mobile devices and all software installed. Predominantly, but not exclusively, in a Microsoft networked environment.
This will include all desktop hardware and Operating System support and user account, profile and application software support and installation.
Main duties of the job
Provide a key second line Incident Management, Request Fulfilment and technical support service to all users via telephone, remote support software and site visit.
Second line assessment and prioritisation of all Incidents and Requests, with a view to service restoration or fulfilment as quickly as possible and or functional escalation as appropriate within agreed process and procedure.
Analysing information obtained from first line support and computer users on all desktop related IT incidents and issues to enable resolution
Responding to and resolving all incidents within agreed service levels
Escalating unresolved incidents to third line support specialists with full information
Day to day management and monitoring of team specific ITBM support queue within agreed Service Level Agreements, updating and or closing tickets and providing confirmation to the Customer as required.
Updating on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.
Provide a professional, efficient and reliable Customer Service to all supported users utilising good communication and customer relationship skills
Plan on own initiative all activities, tasks and site visits around the incoming workload of incidents
Provide an ongoing hardware diagnosis and maintenance repair service for desktops and allocate repairs to a third-party hardware repair specialist
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
28 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
304-1083769DO
Job locations
Queen Elizabeth Hospital
Mindelsohn Way
Birmingham
West Midlands
B15 2TH
Employer details
Employer name
University Hospitals Birmingham NHS Foundation Trust
Address
Queen Elizabeth Hospital
Mindelsohn Way
Birmingham
West Midlands
B15 2TH
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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