University Hospitals Birmingham NHS Foundation Trust
The IT Service Centre provides a 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 IT Service Centre team, reporting to the Application Support Team Leader, the post holder will provide a responsive, customer-focused service, offering extensive 1st and 2nd Level IT Support to Trust users and stakeholders as directed.
The primary focus of the role will be maintaining customer satisfaction and experience both personally and across the wider team via effective 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 their own initiative, the post holder will provide initial assessment, support, and triage of routine Telephony / Portal Raised incidents and requests, facilitating timely resolution and/or escalation assignment within agreed service levels and targets.
Main duties of the job
1. 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.
2. Provide first & second line incident management and Request resolution via both the helpdesk telephone service and the online Self Service Portal:
1. Logging and classifying accurately all relevant information concerning incidents.
2. Analysing information obtained from users on all IT problems and issues.
3. Resolving telephone incidents at first contact if possible.
4. Escalating unresolved incidents to second or third line support with full information.
5. Monitoring, chasing, and escalating outstanding third party incidents.
6. Checking and triaging web portal incidents and requests logged.
3. 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.
4. Accurately logging customer IT enquiries and keeping them informed on Ticket status and progress throughout the lifecycle, including chase updates, reassignments, Resolution & Closure verification.
5. Planning using own initiative all activities and tasks around incoming workload of incidents and being 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:
1. Investing in the health and wellbeing of our staff, including a commitment to offering flexible working where we can.
2. Offering 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 reaches their true potential, achieves their ambitions, and thrives 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.
Job responsibilities
Please Note: For a detailed job description for this vacancy, please see attached Job Description.
Person Specification
Qualifications
* CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
* 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
* 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
* 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 the ability to absorb and translate technical and non-technical information.
* Ability to accurately record and document information & facts.
* Able to accurately follow documented processes 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 the ability to use initiative and contribute as part of a team.
* Customer focused with excellent interpersonal skills both verbal and written.
* Ability to remain calm under pressure.
* Flexibility with the 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.
Employer name
University Hospitals Birmingham NHS Foundation Trust
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