Band 4 Junior IT Support Officer

University Hospitals Birmingham NHS Foundation Trust; West Midlands; On-site; GBP 28,000 - 31,000; Full time

Job summary

University Hospitals Birmingham NHS Foundation Trust is seeking an IT Services Technician to deliver proactive floorwalking support across hospital sites, wards and clinical departments. You will troubleshoot desktop, printer, handheld, and mobile devices while maintaining strong user communication and professional service levels.

You will join a team providing second line support, with escalation to third line when required, and you will help maintain asset records and contribute to reliable IT

Qualifications

• GCSE in English and maths is required.
• CompTIA A+ and N+ certification or IT-related degree or equivalent experience.
• Experience in first or second line IT support within an ICT environment is desirable.

Responsibilities

• Provide proactive floorwalking IT support across hospital wards and clinical areas.
• Resolve incidents within service levels and escalate when needed.
• Support desktops, printers, handheld devices, telephony, and associated software in a Microsoft networked environment.

Skills

Communication skills

Empathy

Attention to detail

Education

GCSE in English and maths

CompTIA A+ and N+ certification or IT-related degree

Tools

Microsoft Windows environment

Job description

Job Summary

The IT Services Technical Support Team provides second line support services for all internal and external IM&T Incidents, Routine Requests, Service Requests and enquiries. Forming part of the wider IT Services tiered support function, the purpose of the role is to provide a proactive floorwalking service of wards and clinical areas, across hospital sites, carrying out regular checks of Computers on Wheels (COWs), Laptops Wheels (LOWs) and associated peripherals to identify and resolve equipment issues and maintain operational availability. The post holder will be a point of contact and liaison for the staff on the wards and clinical areas helping to build a rapport with service users. Encompassing all necessary local and offsite Trust site locations and end users, as directed, the post holder will provide a combination of desk based remote /telephone support as well as field based. The post holder will be responsible for providing technical resolutions or guidance to reported issues and for providing all the relevant accurate information if escalated to any third line support. The post holder will provide support for all desktops, printers, handheld tablet and PDA devices, telephony including desk phones and mobile devices and all software installed. Predominantly, but not exclusively, in a Microsoft networked environment. This will include all desktop hardware and Operating System support and user account, profile and application software support and installation.

Main Duties, Tasks & Skills Required

• Provide a proactive and visible floorwalking service across hospital sites, wards and clinical areas, identifying and responding to IT equipment issues that may impact the effective delivery of services. This will include:
• Analysing information obtained from first line support and computer users on all desktop related IT incidents and issues to enable resolution.
• Responding to and resolving all incidents within agreed service levels.
• Supporting Ward / Outpatients based Clinical IT equipment such as
  • COWS
  • LOWS
  • PICS archives
  • Maintaining Asset Database for mobile carts
  • Escalating unresolved incidents to third line support specialists with full information
• Provide a professional, efficient and reliable Customer Service to all supported users utilising good communication and customer relationship skills.
• Develop and maintain effective working relationships with ward and departmental staff, providing appropriate advice and support regarding the use and care of IT equipment.
• Maintain accurate and up-to-date records of issues identified, actions taken, outstanding and recurring faults, escalating significant or recurring issues appropriately to relevant IT support teams or management.
• Plan on own initiative all activities, tasks and site visits around the incoming workload of incidents.
• Responsible for the safe use of all equipment in own area and for maintaining the area as a professional and organised environment.

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 Description

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

Qualifications

• GCSE in English and maths
• CompTIA A+ and N+ certification or an IT related Degree /Higher Diploma or equivalent industry qualification or experience.

Experience

• Relevant IT experience gained working within either 1st or 2nd support tier function.
• Extensive experience of providing Application, Software, Hardware, Mobile Device support within an ICT environment
• Extensive experience of working within defined Service Level Agreements & Service Level Targets.

Desirable Experience

• High level of understanding of ITIL processes and Service Management best practice framework

Additional Criteria

Essential

• Enhanced level of Communication / people skills with the ability to utilise empathy and listening skills.
• Ability to communicate effectively to both technical and non-technical audiences.
• Attention to detail, with ability to absorb and translate technical and non-technical information.
• Ability to accurately record and document information & facts.
• Able to accurately follow documented process and procedures quantify and balance competing tasks and requirements.
• Ability to work as part of a team or on own initiative

Desirable

• Full UK driving license with a maximum of 3 points

Pay Scheme

Agenda for Change

Band

Band 4

Salary

£28392.00 to £31157.00 Yearly

Contract

Permanent

Working pattern

Full-Time, Flexible Working

Reference number

304-1101725

Job locations

Trustwide

Mindelsohn Way

Birmingham

West Midlands

B15 2TH

Attachments

Band 4 JD PS.pdf - 500KB Opens in a new window