Band 4 ICT Support Officer | Birmingham Community Healthcare NHS Foundation Trust

Birmingham Community Healthcare NHS foundation Trust; Birmingham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A regional healthcare provider in Birmingham is seeking dedicated IT Support staff to join their Service Desk team. The role involves providing top-notch technical support for over 5,500 users across various systems, including Microsoft Office and specific corporate applications. You'll monitor Helpdesk operations, assist with fault resolution, and contribute to the improvement of IT services. This is an excellent opportunity for those wanting to contribute to integrated community care within the NHS environment.

Qualifications

• Experience in providing technical support to IT users.
• Knowledge of operating systems and Microsoft Office.
• Ability to log and track reported faults effectively.

Responsibilities

• Provide telephone and email support to IT users.
• Log and update faults in the DTS Helpdesk system.
• Maintain procedure notes for Helpdesk functions.

Skills

Telephone support

Email support

Microsoft Office products

Technical software

Database applications

Web-based systems

Inventory management

Job description

A great opportunity to be part of the Service Desk team within the Digital Technology Services team, supporting 5,500 users deployed over more than 100 sites across Birmingham. You will be part of the Service Desk team, who currently deal with around 4,500 calls per month; you will be providing telephone support and advice to BCHC users to resolve IT queries / issues. This support encompasses both administration systems (Microsoft Office products and e‑mail) and technical software (Windows Operating systems).

The postholder will be part of a team responsible for the delivery of efficient technical support to BCHC users within the Trust. This will primarily include operating and maintaining the central DTS Helpdesk, and providing on‑site support where required. The postholder will be required to promote DTS and to support improvements in patient care.

Be Part of Our Team…

BCHC has more than 5,000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people’s homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehab Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

If you want to ‘Be Part of Our Team’ and work with a Foundation Trust which is continuously striving for best care and healthy communities, we want to hear from you.

Responsibilities

1. Provision of telephone / email support and advice to IT users to resolve queries / issues. This support encompasses both administration systems (Microsoft Office products and e‑mail) and technical software (operating systems).
2. Provision of support to corporate systems and those maintained on behalf of the Trust. Systems support will include database applications and web‑based systems.
3. Responsible for timely logging and updates of reported faults to the central DTS Helpdesk system, scheduling engineer resources if required and maintenance of any associated manual records.
4. Ensure that the agreed escalation trigger points are monitored and adhered to in relation to DTS Helpdesk services.
5. Responsible for maintenance and updating of inventory and staff information on the central DTS Helpdesk system.
6. Provision of on‑site IT support and completion of associated documentation to resolve faults when required.
7. Maintain up‑to‑date and comprehensive procedure notes for all functions associated with the Helpdesk and IT support and assist in streamlining processes where required.
8. Liaise with external IT system suppliers where required to assist with fault resolution.
9. Assist with the creation & management of network user accounts/emails when required.
10. Assist with analysis and reporting of activities of the DTS Helpdesk to provide information to support Service Level Agreements (SLAs).
11. Assist in the training of staff with regard to all hardware and software issues monitored by the DTS Helpdesk.
12. Assist with the development of the Trust’s IT infrastructure including the installation of standard computer equipment configuration, security marking and distribution of equipment.
13. Assist with the monitoring of the Trust’s DTS security policy and procedures.
14. Be a source of information and guidance on DTS and data security policies and keep up‑to‑date with current DTS developments, community‑wide policies and national strategies.
15. Develop skills for self through training/development opportunities and the staff appraisal system.

This advert closes on Sunday 14 Dec 2025.