Band 4 IT Service Centre Analyst - Service Desk
The closing date is 10 August 2025
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 team IT Service Centre team, reporting to the IT Service Desk 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
Analytical and Judgemental Skills
*Accurately Logging customer IT enquiries and keeping them informed on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.
*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
Planning and Organising Skills
*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.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Details
Date posted
29 July 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
£27,485 to £30,162 a year
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
304-1093986
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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