Band 4 IT Service Centre Analyst - Service Desk

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.

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.

Main duties of the job

Provide a professional customer service by being empathetic and a great listener to customers who contact the IT Service Desk.

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 senior Service Desk support within the IT Service Centre Team to ensure delivery of an efficient and reliable IT Customer centric service to the Trust, utilising advanced customer service skills to maximise positive customer experience.

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

21 January 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

304-1091746

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

*A Level / IT related NVQ Level 3 or similar accredited vocational workrelated IT qualification.
*CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
*Advanced ECDL or equivalent knowledge.
*ITIL Foundation Certificate or equivalent.

Desirable

*Technical IT degree qualification desirable.
*Office365 qualifications

Experience

Essential

*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.

Desirable

*Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First level/ Application/Customer support function.
*Experience in troubleshooting Office365 applications

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.
*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

Desirable

*Ability to work as part of a team or on own initiative
*Flexibility to work Shifts as per Support Cover Rota

Person Specification

Qualifications

Essential

*A Level / IT related NVQ Level 3 or similar accredited vocational workrelated IT qualification.
*CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
*Advanced ECDL or equivalent knowledge.
*ITIL Foundation Certificate or equivalent.

Desirable

*Technical IT degree qualification desirable.
*Office365 qualifications

Experience

Essential

*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.

Desirable

*Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First level/ Application/Customer support function.
*Experience in troubleshooting Office365 applications

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.
*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

Desirable

*Ability to work as part of a team or on own initiative
*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.