Band 3 ICT Service Desk Operator - Athena House

Bsmhft; Birmingham; On-site; GBP 26,000 - 27,000; Full time

Job summary

Birmingham and Solihull Mental Health NHS Foundation Trust is seeking a Band 3 ICT Service Desk Operator in Birmingham. The role involves providing first-line ICT support, logging calls, triaging issues, and escalating to senior engineers within a 37.5-hour week on a 12-month fixed-term contract.

The salary ranges £25,760–£27,476 per annum. Applicants should have GCSEs in English and Maths (C or equivalent) and an Industry Standard ICT qualification.

Qualifications

• English Language GCSE Grade C or equivalent.
• Maths GCSE Grade C or equivalent.
• Industry Standard ICT Qualification.
• Experience with logging and triaging ICT support requests and documenting key information on a Helpdesk system.

Responsibilities

• Provide first line ICT support to the Trust.
• Log ICT support calls in the call logging system in a timely, accurate manner.
• Provide basic triage and escalate issues to senior engineers.
• Demonstrate good customer service skills and adhere to ICT Service standards.
• This is a 12-month fixed-term post.

Skills

Microsoft applications

Customer service

Triage & log ICT support

Communication

Asset management systems

Education

GCSE English (C) or equivalent

GCSE Maths (C) or equivalent

ICT qualification (industry standard)

Job description

Band 3 ICT Service Desk Operator - Athena House

Band 3

Main area ICT Administration Grade Band 3 Contract 12 months (Fixed Term 12 months) Hours Full time - 37.5 hours per week Job ref 436-8362608

Site Athena House Town Birmingham Salary £25,760 - £27,476 Per annum, Pro rata Salary period Yearly Closing 22/11/2026 23:59 Interview date 01/12/2026

Please note that this post may close earlier than the indicated closing date if a sufficient number of applications are received.

Job overview

At BSMHFT we are seen as one of leading NHS organisations for innovative solutions designed, deployed and successfully adopted in operational areas.

With digital becoming a critical dependency in healthcare, availability of our services is essential. The skills to develop, support and maintain our systems and services are done in house with the help of a highly motivated group of technical specialists, first and second line support, field engineers, trainers, application developers and specialist application support.

Main duties of the job

We are looking for an enthusiastic and motivated individual to join our ICT Service Delivery team to provide first line support to the Trust.

You will be responsible for the logging of ICT support calls in a timely and efficient manner in accordance with Trust ICT Service standards. The post involves responding to phone calls and e-mail requests via the ICT call system, logging the calls in the ICT call logging system, providing basic triage to calls and escalating issues to senior engineers.

Good customer service skills are essential. All training will be provided.

This is a 12 month fixed term post

Working for our organisation

Welcome to Birmingham and Solihull Mental Health NHS Foundation Trust. Our 4000 clinical and support staff help us to improve mental health wellbeing and meet the needs of the 70,000 people we serve each year. We provide a range of mental healthcare services across Birmingham and Solihull, as well as specialised services nationally. We also offer medical, nursing and psychology training and are proud of our international reputation for both research and innovation.

Our population is culturally diverse, characterised in places by high levels of deprivation which create an increasing demand for our services and a necessity for us to make sure everyone can access the help they need. We are a team of compassionate, inclusive and committed people working together to provide excellent care to support our community. If you are looking for a place to belong, where you can make a real difference to people’s lives, join our team where our warm welcome is waiting for you.

Detailed job description and main responsibilities

For further information about the main responsibilities please view the attached job description and person specification.

We are unable to support applications from job seekers who require sponsorship to work the United Kingdom (UK)

Person specification

TRAINING AND QUALIFICATIONS

• English Language GCSE Grade C or equivalent
• Maths GCSE Grade C or equivalent
• Industry Standard ICT Qualification

Skills

• Good understanding and experience of using Microsoft applications
• Excellent customers service
• Able to triage and log first line ICT Support requests; summarise key issues and record relevant information on the Helpdesk System accuratelywhile on the telephone
• Able to clearly convey written and verbal information to ICT and non-ICT staff
• Good understanding and experience of using asset management or other ICT database systems.

Our Trust is committed to treating individuals fairly and ensuring they have the same opportunities to fulfil their potential, even if this means doing things differently for different people sometimes. We are working hard to ensure our workforce reflects the diversity within Birmingham and Solihull and that our services meet the needs of all diverse service users and carers.

The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice pre-employment checks will be undertaken before any appointment is confirmed. As part of the selection process you may be required to undergo a Disclosure and Barring Service (DBS) check, however all cases of criminal record history are dealt with on a case by case basis.

Please note, if applicable for your role you will be required to cover the cost of your DBS certificate. This will be deducted from your salary over 3 months.

All successful applicants will be required to complete the Trust’s induction programme. The Fundamental (Statutory and Mandatory) training will be in an e-learning format. You will be required to complete training modules online (approx. 9-14 hours depending on post) by the end of your second week with us.

If you are successful at the shortlisting stage of the recruitment process we may contact you via email to advise you of the interview details. Please ensure you access your email account from which you applied regularly once the position has closed. Our selection process may involve more than one interview or assessment.

Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. However, please ensure that you check if this role meets the eligibility criteria for sponsorship. Non UK /Republic of Ireland candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here Browse: Work in the UK - GOV.UK (www.gov.uk) . The minimum salary threshold for a Health and Social Care is £25,000 and for the Skilled Worker route is £38,700. If the starting salary for this role is below this, we will not be able to provide sponsorship.

Relocation expenses may be reimbursed subject to eligibility. The policy provides for reimbursement up to £8,000.

Please note - if you are applying for a role within Police custody, due to Police Vetting requirements you must have been a UK resident for the last years.