Band 4 IT Service Centre Analyst - Service Desk

Integrated Care System; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider in Birmingham seeks an IT Service Centre Analyst to deliver 1st and 2nd level IT support. The role involves managing IT incidents, maintaining customer satisfaction, and working under service level agreements. Ideal candidates will have relevant IT qualifications and experience in application support. This position offers a chance to contribute to a values-driven and inclusive workplace.

Qualifications

• Experience providing application support within an ICT environment.
• Extensive experience of working within defined Service Level Agreements.
• Relevant experience in an IT Service Desk or First level support.

Responsibilities

• Provide first & second line incident management and request resolution.
• Log and classify customer IT enquiries accurately.
• Monitor and escalate outstanding incidents.

Skills

Analytical skills

Judgemental skills

Interpersonal skills

Customer focused

Flexibility

Self-motivation

Education

A Level / IT related NVQ Level 3

CompTIA A+ and N+ certification

Advanced ECDL or equivalent

ITIL Foundation Certificate

Tools

Office365

Job description

Go back University Hospitals Birmingham NHS Foundation Trust

Band 4 IT Service Centre Analyst - Service Desk

The closing date is 10 August 2025

The IT Service Centre provides single point of contact and liaison for all internal and external IM&T Incidents, Requests and enquiries.

As a member of the team IT Service Centre team, reporting to the IT Service Desk Team Leader, the post holder will provide a responsive, customer focussed service, providing extensive 1st and 2nd Level IT Support to Trust users and stakeholders as directed.

Primary focus of the role will be maintaining customer satisfaction and experience both personally and across the wider team via affective 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 own initiative post holder will provide initial assessment, support and triage of routine Telephony / Portal Raised incidents and requests, with a view to facilitating timely resolution and / or escalation assignment within agreed service levels and targets.

Main duties of the job

Analytical and Judgemental Skills

*Accurately Logging customer IT enquiries and keeping them informed on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.

*Provide first & second line incident management and Request resolution, via both the helpdesk telephone service and the online Self Service Portal:

oLogging and classifying accurately all relevant information concerning incidents

oAnalysing information obtained from users on all IT problems and issues

oResolving telephone incidents at first contact if possible

oEscalating unresolved incidents to second- or third-line support with full information

oMonitoring, chasing and escalating outstanding third-party incidents

Planning and Organising Skills

*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.

About us

University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.

Job responsibilities

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Person Specification

Qualifications

• *A Level / IT related NVQ Level 3 or similar accredited vocational work related IT qualification.
• *CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
• *Advanced ECDL or equivalent knowledge.
• *ITIL Foundation Certificate or equivalent.

Experience

• *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.
• *Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First level/ Application/Customer support function.
• *Experience in troubleshooting Office365 applications

Additional Criteria

• *A positive outlook with ability to use initiative and contribute as part of a team
• *Customer focussed with excellent interpersonal skills both verbal and written
• *Ability to remain calm under pressure
• *Flexibility with 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