Band 4 Application Support Officer

University Hospitals Birmingham NHS Foundation Trust

This job is now closed

Job summary

The IT Service Centre provides single point of contact and liaison for all internal and external IM&T Incidents, Requests and enquiries.

This is a fixed term, full time 37.5-hour post working in the IT Service Centre.

As a member of the team IT Service Centre team, reporting to the Application Support Team Leader, the post holder will provide a responsive, customer focussed service, providing extensive 1st and 2nd Level IT Support to Trust users and stakeholders as directed.

Primary focus of the role will be maintaining customer satisfaction and experience both personally and across the wider team via affective "first line Incident management and Request Fulfilment, within agreed service level agreements and targets. The post holder will provide second line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.

Working under own initiative post holder will provide initial assessment, support and triage of routine Telephony / Portal Raised incidents and requests, with a view to facilitating timely resolution and / or escalation assignment within agreed service levels and targets.

Main duties of the job

*Day to day management and monitoring of ITBM Service Centre stack / 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 first & second line incident management and Request resolution, via both the helpdesk telephone service and the online Self Service Portal:-

oLogging and classifying accurately all relevant information concerning incidents

oAnalysing information obtained from users on all IT problems and issues

oResolving telephone incidents at first contact if possible

oEscalating unresolved incidents to second or third line support with full information

oMonitoring, chasing and escalating outstanding third party incidents

oChecking and triage of web portal incidents and requests logged.

*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.

*Accurately Logging customer IT enquiries and keeping them informed on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.

*Post holder required to plan using own initiative all activities and tasks around incoming workload of incidents and be able to prioritise dependent upon the urgency or sensitivity of requests.

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

23 January 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Flexible working

Reference number

304-1091693

Job locations

Yardley Court

11-13 Frederick Road, Edgbaston

Birmingham

West Midlands

B15 1JD

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

*CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.

Desirable

*A Level / IT related NVQ Level 3 or similar accredited vocational work-related IT qualification
*Advanced ECDL or equivalent knowledge.
*ITIL Foundation Certificate or equivalent

Experience

Essential

*Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First Level/Application/Customer support function
*Experience providing application support within an ICT environment
*Extensive experience of working within defined Service Level Agreements & Service Level Targets
*High level of understanding of ITIL processes and Service Management best practice framework
*Enhanced understanding of ICT issues and its application within the NHS and / or similar user base environment
*Full use of Microsoft packages including Outlook, Word, and Excel.
*Data Protection /Information Governance.
*Understanding of Electronic Patient Record (EPR).

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 non-technical 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
*A positive outlook with ability to use initiative and contribute as part of a team
*Customer focussed with excellent interpersonal skills both verbal and written
*Ability to remain calm under pressure
*Flexibility with ability to respond positively to changing circumstances and conditions.
*Self-motivation with commitment drive & enthusiasm
*Flexibility to work Shifts as per Support Cover Rota

Person Specification

Qualifications

Essential

*CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.

Desirable

*A Level / IT related NVQ Level 3 or similar accredited vocational work-related IT qualification
*Advanced ECDL or equivalent knowledge.
*ITIL Foundation Certificate or equivalent

Experience

Essential

*Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First Level/Application/Customer support function
*Experience providing application support within an ICT environment
*Extensive experience of working within defined Service Level Agreements & Service Level Targets
*High level of understanding of ITIL processes and Service Management best practice framework
*Enhanced understanding of ICT issues and its application within the NHS and / or similar user base environment
*Full use of Microsoft packages including Outlook, Word, and Excel.
*Data Protection /Information Governance.
*Understanding of Electronic Patient Record (EPR).

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 non-technical 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
*A positive outlook with ability to use initiative and contribute as part of a team
*Customer focussed with excellent interpersonal skills both verbal and written
*Ability to remain calm under pressure
*Flexibility with ability to respond positively to changing circumstances and conditions.
*Self-motivation with commitment drive & enthusiasm
*Flexibility to work Shifts as per Support Cover Rota

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.