University Hospitals Birmingham NHS Foundation Trust

IT Service Centre Analyst Apprentice

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.

As junior member of the team IT Service Centre team, reporting to the IT Service Centre Team Leader, the post holder will assist in the provision of responsive, customer focussed service, providing "routine" 1st Level IT Support to Trust users and stakeholders as directed.

With the direction of the Service Centre Team Leader and /or Senior Service Centre Analysts assist in maintaining customer satisfaction and experience via affective "routine" first line Incident management and Request Fulfillment, within agreed service level agreements and targets. The post holder will assist with second line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.

Main duties of the job

*Under supervision, provide assistance and support within the IT Service Centre Team with a view to supporting an efficient and reliable IT Customer centric service to the Trust, utilising basic customer service skills in order to maximise positive customer experience.

*As directed provide "routine" first line & second line Incident management and Request fulfilment, via both the Service Desk telephone service and the online Self Service Portal.

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

10 December 2024

Pay scheme

Other

Salary

£12,514 to £22,369 a year

Contract

Fixed term

Duration

18 months

Working pattern

Full-time, Flexible working

Reference number

304-1088508PM

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

*3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject
*GCSE Maths and English (or equivalents) at grades 3+ (D or above)

Desirable

*A Level / IT related NVQ Level 2 or similar accredited vocational work-related IT qualification
*ITIL Foundation Certificate
*Technical IT Qualification

Experience

Essential

*Good all-around level of technical knowledge and awareness

Desirable

*An understanding of basic ICT issues and its application within the NHS and / or similar user base environment
*Experience gained working within an IT Service Desk /Centre Team or equivalent First Level / Application/ Customer support function
*Experience of working within defined Service Level Agreements & Service Level Targets
*Understanding of ITIL processes and Service Management best practice framework

Additional Criteria

Essential

*Customer focussed with excellent
*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
*Due to UK apprenticeship funding regulations applicants must have a right to work in the UK, or for EU citizens hold pre-settled or settled status and have been a UK or EU resident for the last three years or have indefinite leave to remain with documents that are not due to expire during the duration of the apprenticeship contract. Applicants must also not already have a qualification at a higher level within the same subject matter.

Person Specification

Qualifications

Essential

*3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject
*GCSE Maths and English (or equivalents) at grades 3+ (D or above)

Desirable

*A Level / IT related NVQ Level 2 or similar accredited vocational work-related IT qualification
*ITIL Foundation Certificate
*Technical IT Qualification

Experience

Essential

*Good all-around level of technical knowledge and awareness

Desirable

*An understanding of basic ICT issues and its application within the NHS and / or similar user base environment
*Experience gained working within an IT Service Desk /Centre Team or equivalent First Level / Application/ Customer support function
*Experience of working within defined Service Level Agreements & Service Level Targets
*Understanding of ITIL processes and Service Management best practice framework

Additional Criteria

Essential

*Customer focussed with excellent
*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
*Due to UK apprenticeship funding regulations applicants must have a right to work in the UK, or for EU citizens hold pre-settled or settled status and have been a UK or EU resident for the last three years or have indefinite leave to remain with documents that are not due to expire during the duration of the apprenticeship contract. Applicants must also not already have a qualification at a higher level within the same subject matter.

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.

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 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)