Band 5 IT Support Officer

University Hospitals Birmingham NHS Foundation Trust

This job is now closed

Job summary

This Operational Support post provides a twenty-four hour seven day a week role that covers a range of responsibilities. It firstly involves monitoring and daily housekeeping, batch work and security backup of all IT systems and servers supported within the department. This includes in the main Microsoft platforms. Staff will sometimes work alone out of hours with on call support if required.

It includes providing an IT Service Desk first line telephone support out of hours to all internal and external supported IT users, supplementing the in hours service desk team. This will include the logging and resolution of issues and the escalation to on call support if necessary.

The post holder will usually provide remote desktop and telephone support to all internal and external supported IT users. Service Management software is mainly used to manage and resolve these incidents, but site visits are also required as necessary to all supported locations at all times.

The post holder will provide support for all of the Trust standard approved computer hardware including desktops, printers and printer servers, mobile tablet and smart phone devices and all standard software installed. Predominantly, but not exclusively, in a Microsoft networked environment. This will also be as part of a regular floor walking rota to ensure clinical first line visibility.

Main duties of the job

*Provide a key onsite 1st and 2nd line 24 / 7 Incident Management, Request Fulfilment technical support service to all users via telephone, remote support software and site visit.

*Onsite 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.

Date posted

13 January 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,970 to £36,483 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

304-1091304LD

Job locations

Queen Elizabeth Hospital

Mindelsohn Way

Birmingham

West Midlands

B15 2TH

Job description

Job responsibilities

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Job description

Job responsibilities

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Person Specification

Qualifications

Essential

* GCSE in English and maths
* CompTIA A+ and N+ certification or an IT related Degree /Higher Diploma or equivalent industry qualification or experience.

Experience

Essential

*Relevant IT experience gained working within either 1st or 2nd support tier function.
*Extensive experience of providing Application, Software, Hardware, Mobile Device support within an ICT environment
*Extensive experience of working within defined Service Level Agreements & Service Level Targets.

Additional Criteria

Essential

* Enhanced level of Communication/people skills with the ability to utilise empathy and listening skills.
* Ability to communicate effectively to both technical and nontechnical audiences.
* Attention to detail, with ability to absorb and translate technical and non-technical information.
* Ability to accurately record and document information & facts.
* Able to accurately follow documented process and procedures quantify and balance competing tasks and requirements.
* Ability to work as part of a team or on own initiative
* Full UK driving license with a maximum of 3 points

Person Specification

Qualifications

Essential

* GCSE in English and maths
* CompTIA A+ and N+ certification or an IT related Degree /Higher Diploma or equivalent industry qualification or experience.

Experience

Essential

*Relevant IT experience gained working within either 1st or 2nd support tier function.
*Extensive experience of providing Application, Software, Hardware, Mobile Device support within an ICT environment
*Extensive experience of working within defined Service Level Agreements & Service Level Targets.

Additional Criteria

Essential

* Enhanced level of Communication/people skills with the ability to utilise empathy and listening skills.
* Ability to communicate effectively to both technical and nontechnical audiences.
* Attention to detail, with ability to absorb and translate technical and non-technical information.
* Ability to accurately record and document information & facts.
* Able to accurately follow documented process and procedures quantify and balance competing tasks and requirements.
* Ability to work as part of a team or on own initiative
* Full UK driving license with a maximum of 3 points

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.