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 permanent 30-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, delivering 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.
Day-to-day management and monitoring of the 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. The post holder will 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, utilizing advanced customer service skills to maximize positive customer experience.
Responsibilities include:
1. Logging and classifying accurately all relevant information concerning incidents.
2. Analyzing 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.
7. Accurately logging customer IT enquiries and keeping them informed on Ticket status and progress throughout the lifecycle, including chase updates, reassignments, Resolution & Closure verification.
About Us
We are recognized as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognize 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 organization 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 behaviors 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.
*Please Note: For a detailed job description for this vacancy, please see the attached Job Description.
Person Specification
Qualifications
*CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience. (E)
Experience
*Relevant experience gained working within an IT Service Desk/Centre Team or equivalent First Level/Application/Customer support function (E)
*Experience providing application support within an ICT environment (E)
*Extensive experience of working within defined Service Level Agreements & Service Level Targets (E)
*High level of understanding of ITIL processes and Service Management best practice framework (E)
*Enhanced understanding of ICT issues and its application within the NHS and/or similar user base environment (E)
*Full use of Microsoft packages including Outlook, Word, and Excel. (E)
*Data Protection/Information Governance. (E)
*Understanding of Electronic Patient Record (EPR). (E)
Additional Criteria
*Enhanced level of Communication/people skills with the ability to utilize empathy and listening skills (E)
*Ability to communicate effectively to both technical and non-technical audiences (E)
*Attention to detail, with the ability to absorb and translate technical and non-technical information (E)
*Ability to accurately record and document information & facts (E)
*Able to accurately follow documented processes and procedures, quantify and balance competing tasks and requirements. (E)
*Ability to work as part of a team or on their own initiative (E)
*A positive outlook with the ability to use initiative and contribute as part of a team (E)
*Customer-focused with excellent interpersonal skills both verbal and written (E)
*Ability to remain calm under pressure (E)
*Flexibility with the ability to respond positively to changing circumstances and conditions. (E)
*Self-motivation with commitment, drive, & enthusiasm (E)
*Flexibility to work shifts as per Support Cover Rota (E)
For Help with Your Application, Contact:
07787412482
Agenda for Change
Band
Band 4
Contract
Permanent
Working Pattern
Part-Time, Flexible Working
Reference Number
304-1091610
Job Locations
Yardley Court
11-13 Frederick Road, Edgbaston
Birmingham
West Midlands
B15 1JD
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