Job summary
ICT Service Desk Analyst
Birmingham Women's and Children's NHS foundation Trust is introducing a new EPR (Electronic Patient Records) system in 2025. The postholder would be expected to work a variable shift pattern to cover extended Service Desk hours, which would include weekend working.
The ICT department at Birmingham Women's and Children's NHS Foundation Trust is seeking a proactive, experienced IT professional to join the ICT Service Desk as a Service Desk Analyst. As this is a customer facing role it is essential for the successful candidate to have excellent communication skills and have significant relevant experience of working within ICT Service Delivery teams.
Applicants need to demonstrate sound technical knowledge of a diverse set of applications and hardware in order to provide solutions for end users both over the phone and in person. It is expected that candidates will have excellent working knowledge of Microsoft desktop applications along with exposure to server side such as Active Directory.
This is an exciting opportunity to join a highly innovative ICT department that is seen as a core enabler for change within the organisation. Birmingham Women's and Children's NHS Foundation Trusts ICT department manages and provides support for approximately 5300 client devices and over 7000 users across 2 hospitals in Birmingham.
Main duties of the job
Job outline:The post holder is responsible for the management, investigation and resolution of a range of ICT related issues within Birmingham Women's and Children's NHS Foundation Trust. The post holder will primarily provide 1st line technical support over the phone involving all aspects of hardware infrastructure, software applications and related technologies that underpin the delivery of patient care.Job Description and Person Specification
About us
Birmingham Women's and Children's NHS Foundation Trust is the first of its type in the UK. Our Trust was formed in February 2017 to drive forward our commitment to provide the highest quality, world-class physical and mental health care for our women, children and families. Uniting our hospitals means more seamless care; more investment to make greater advances in our specialist treatment and world-leading neo-natal and fetal work. Importantly, it also gives us a greater voice in shaping the future of family-centred care.
Birmingham Children's Hospital is a UK leading specialist paediatric centre with an international reputation in several areas.
Birmingham Women's Hospital is one of two dedicated women's hospitals in the UK, with the busiest single site maternity unit, delivering more than 8,200 babies a year offering a full range of gynaecological, maternity and neonatal care.
Forward Thinking Birmingham (FTB) Mental Health Services are a unique, innovative community and inpatient mental health partnership. Alongside partners FTB offers care pathways of mental health assessment and treatment for young people aged 0-25 years old.
Our Trust is committed to creating the best place to work. We believe in promoting and enhancing inclusion, diversity and equality and encourage applications from all areas of the community, who meet the criteria for the role, regardless of age, gender identity, disability, race, religion or sexual orientation.
Job description
Job responsibilities
Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Womens and Childrens NHS Foundation Trust.
When completing your application, please ensure you have evidenced how you meet the job description and person specification to include transferable experience, qualifications, skills along with professional registration details (if applicable).
Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
Job description
Job responsibilities
Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Womens and Childrens NHS Foundation Trust.
When completing your application, please ensure you have evidenced how you meet the job description and person specification to include transferable experience, qualifications, skills along with professional registration details (if applicable).
Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
Person Specification
Qualifications
Essential
- Educated to diploma or higher in a relevant subject.
- Process or are actively working towards recognised IT qualifications (e.g. A+, MSCE, ITIL etc...).
Knowledge/Experience
Essential
- Previous experience in the delivery of customer service.
- Experience in working in team environments.
- Previous IT support experience.
- Two years previous experience dealing with enquiries and investigating solutions in a modern IT environment
- Understanding of the NHS.
- Expert level of general desktop IT knowledge.
- Proficient level of client / server IT knowledge.
- Understanding of specialist IT systems.
Personal Qualities
Essential
- Professional communication skills
- Ability to work under pressure and concentrate for long periods of time.
- Ability to communicate complex technical issues effectively to non-technical staff
- Ability to maintain a professional approach under all circumstances particularly with people who are stressed or angry
- Ability and desire to learn.
- Ability to learn, work to and create standard protocols and procedures
- Excellent interpersonal skills
- Excellent communication skills
- Strong analytical skills.
- Well-developed problem solving skills
Person Specification
Qualifications
Essential
- Educated to diploma or higher in a relevant subject.
- Process or are actively working towards recognised IT qualifications (e.g. A+, MSCE, ITIL etc...).
Knowledge/Experience
Essential
- Previous experience in the delivery of customer service.
- Experience in working in team environments.
- Previous IT support experience.
- Two years previous experience dealing with enquiries and investigating solutions in a modern IT environment
- Understanding of the NHS.
- Expert level of general desktop IT knowledge.
- Proficient level of client / server IT knowledge.
- Understanding of specialist IT systems.
Personal Qualities
Essential
- Professional communication skills
- Ability to work under pressure and concentrate for long periods of time.
- Ability to communicate complex technical issues effectively to non-technical staff
- Ability to maintain a professional approach under all circumstances particularly with people who are stressed or angry
- Ability and desire to learn.
- Ability to learn, work to and create standard protocols and procedures
- Excellent interpersonal skills
- Excellent communication skills
- Strong analytical skills.
- Well-developed problem solving skills
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Birmingham Women's and Children's NHS Foundation Trust
Address
90 Vincent Drive
90 Vincent Drive
Birmingham
B15 2SQ
Employer's website
https://bwc.nhs.uk/ (Opens in a new tab)
.png){kind=logo}
