Band 3 ICT Service Desk Operator - Athena House

Birmingham and Solihull Mental Health NHS Foundation Trust; Birmingham; Sur place; GBP 26 000 - 27 000; Plein temps

Résumé du poste

Birmingham and Solihull Mental Health NHS Foundation Trust in Birmingham is seeking a Band 3 ICT Service Desk Operator at Athena House for a 12-month fixed-term post.

You will provide first line ICT support, log calls, perform basic triage and escalate issues to senior engineers, with training provided.

This role offers a hands-on opportunity within a supportive NHS digital services team, contributing to reliable healthcare technology across the Trust.

Qualifications

• English Language GCSE Grade C or equivalent.
• Maths GCSE Grade C or equivalent.
• Industry standard ICT qualification.

Responsabilités

• Provide first line ICT support to the Trust and log calls in the ICT system.
• Respond to phone and email requests and log calls in the ICT call system.
• Provide basic triage and escalate issues to senior engineers.
• All training will be provided.

Connaissances

MS Office

Customer service

Call logging

Communication skills

Asset management

Formation

English Language GCSE or equivalent

Maths GCSE or equivalent

Industry Standard ICT Qualification

Description du poste

Birmingham and Solihull Mental Health NHS Foundation Trust

Band 3 ICT Service Desk Operator - Athena House

The closing date is 22 November 2026

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

About us

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.

Job responsibilities

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

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.

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

Birmingham and Solihull Mental Health NHS Foundation Trust

£25,760 to £27,476 a yearPer annum, Pro rata