Band 4 Service Support Officer

Transformation Unit; Birmingham; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

NHS terms and conditions

Relocation payment

Retail discounts

Well-being services

Flexible working

Job summary

Birmingham Community Healthcare NHS Foundation Trust is seeking a Band 4 Service Support Officer to underpin digital technology services for clinical systems across the Trust. You will triage incidents, manage service requests, and coordinate with clinicians, IT teams and suppliers to ensure reliable systems and high-quality data accuracy.

The role emphasises governance, RBAC access management, and involvement in change projects, training, and continuous improvement to support patient care.

Qualifications

• GCSE English and Maths required.
• ITIL Foundation or equivalent required.
• SDI SDA Professional Standard Customer Service expertise.

Responsibilities

• Provide day-to-day support for clinical systems; ensure reliability and accessibility for users.
• Act as first point of contact for support calls; triage, resolve, or escalate incidents per ITIL standards.
• Manage system access and RBAC/PBAC permissions; ensure governance and security compliance.
• Deliver specialist user support and one-to-one instruction to promote effective system use.

Skills

ITIL Foundation

SDI SDA

Customer Service

Microsoft Office

Education

GCSE English & Maths

ITIL Foundation Certification

SDI SDA Professional Standard

Tools

T-SQL

Microsoft Office

Job description

Main area Digital Technology Service, Clinical Systems Support and Service Desk Grade NHS AfC: Band 4 Contract Permanent Hours Full time - 37.5 hours per week Job ref 820-8030672-COR

Employer Birmingham Community Healthcare NHS Foundation Trust Employer type NHS Site 3 Priestley Wharf Town Birmingham Salary £28,392 - £31,157 per annum Salary period Yearly Closing 15/10/2026 23:59 Interview date 29/10/2026

Band 4 Service Support Officer

NHS AfC: Band 4

Job overview

The Service Support Officer plays a key role within the Digital Technology Services function, supporting the delivery, maintenance, and continuous improvement of the Trust’s clinical and patient systems. The post holder provides specialist application support, ensuring systems are reliable, accessible, and aligned to operational and clinical needs.

The role is responsible for triaging and resolving incidents, managing service requests, and administering system access in line with governance requirements. It acts as a central point of coordination between end users, technical teams, and external suppliers to ensure timely resolution of issues and minimal disruption to services.

In addition, the post holder contributes to data quality, system audits, and compliance activities, maintaining high standards of data accuracy and system integrity. The role also supports digital change initiatives, including system enhancements and new implementations, through documentation, user support, and training.

Working closely with clinicians and colleagues across the organisation, the Service Support Officer promotes best practice and continuous improvement, ensuring clinical systems effectively support patient care and the Trust’s digital priorities.

Main duties of the job

• Provide day-to-day support for clinical systems, ensuring systems are reliable and accessible for users.
• Act as first point of contact for support calls, triaging, resolving, or escalating incidents in line with ITIL standards.
• Manage system access, including RBAC/PBAC permissions, ensuring compliance with governance and security requirements.
• Deliver specialist user support and one-to-one instruction to promote effective and consistent system use.
• Monitor and improve data quality within clinical systems, supporting accuracy and compliance.
• Support system changes, upgrades, and digital projects, working with internal teams and external suppliers.
• Maintain operational documentation, procedures, and contribute to policy and service improvements.
• Communicate system issues, updates, and outages to stakeholders, ensuring minimal disruption to services.

Working for our organisation

Working for Birmingham Community Healthcare NHS Foundation Trust within the Digital Technology Services team offers the opportunity to support vital clinical systems that enable the delivery of patient care across a wide range of community services. Based in Birmingham, the Service Support Team provides both remote and on-site support across multiple Trust locations, ensuring systems remain operational and effective for clinical and non-clinical staff.

The team operates in a fast-paced and collaborative environment, requiring proactive individuals who can manage competing priorities, respond to incidents, and support ongoing digital initiatives. The role is well-suited to individuals with a strong aptitude for learning, problem-solving, and continuous improvement, alongside a willingness to share knowledge and support colleagues to enhance overall team capability and service delivery.

Detailed job description and main responsibilities

The Service Support Officer is responsible for delivering high-quality operational and technical support for the Trust’s clinical systems, ensuring they are consistently reliable, accessible, and meet the needs of clinical and operational services. The post holder acts as a key point of contact for system users, managing incidents, service requests, and queries, ensuring they are effectively triaged, prioritised, and resolved within agreed service levels. The role contributes to maintaining a responsive and customer-focused service that underpins the safe and effective delivery of patient care.

The role involves providing specialist application support, including the investigation and resolution of complex issues, working closely with internal digital teams and external suppliers where required. The post holder is also responsible for system administration activities, including the management of user access and permissions, ensuring compliance with information governance, security standards, and organisational policies. Maintaining accurate system documentation, supporting audits, and contributing to data quality improvement are key aspects of the role.

In addition to day-to-day operational duties, the Service Support Officer supports the delivery of system changes, upgrades, and wider digital projects. This includes assisting with change requests, preparing users and support teams for system updates, and delivering guidance or training where required. The role requires close collaboration with a wide range of stakeholders across the organisation to promote best practice and maximise the effective use of digital systems.

The post holder is expected to adopt a proactive and flexible approach, managing competing priorities within a fast-paced environment. They will contribute to continuous service improvement, support the development of processes and procedures, and play an active role in helping the Trust deliver its digital and strategic objectives. Strong communication, problem-solving skills, and a commitment to high-quality service delivery are essential to success in this role.

Person specification

Qualifications

• GCSE or equivalent in English and Mathematics
• Information Technology Infrastructure Library (ITIL) qualification to Foundation Level or equivalent
• Service Desk Institute (SDI) Service Desk Analyst (SDA) Professional Standard Customer Service expertise.

Experience

• Relevant experience of working within an service desk or IT project management environment
• Experienced at minuting meetings, note taking and documenting processes and procedures
• Customer Service experience

Skills and knowledge

• Excellent IT skills and computer literacy, including Microsoft Office (or equivalent), with particular emphasis on word processing, spreadsheets, Outlook for emails
• Polite and helpful customer service skills
• Experience of working with ITIL processes and continual service improvement programmes
• Knowledge of T-SQL (Structured Query Language)

In accordance with UK Home Office requirements, Band 2 clinical and non-clinical roles and Band 3 Non-Clinical roles are not eligible for sponsorship.

Please note that the majority of non-clinical roles (Agenda for Change Band 3 - 6) with the exception of those which appear on this list - link , will not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates to work in the UK.

All non-clinical roles (Agenda for Change Bands 7 - 9) that meet the prescribed skill level (RQF 6) and salary threshold will be eligible for sponsorship.

The Trust will accept applications from candidates who can evidence their right to work in the UK or via alternative visa routes.

Disability Confident Employer and Guaranteed Interview Scheme

BCHC offers a guaranteed interview to any candidate who is Disabled, Neurodiverse, has a hidden or long term health condition as recognised under the Equality Act 2010, providing they meet the essential criteria of the job role, as set out in the person specification. We encourage applicants to submit their applications and to request any reasonable adjustments where required.

Equality, Diversity and Inclusion

As part of our ongoing commitment to being a Great Place to Work, we actively foster and support a workplace culture that is inclusive and equitable for all staff, patients and service users.

We are dedicated to creating an inclusive environment where everyone feels welcomed and valued. We encourage applications from individuals of all backgrounds, including those with diverse abilities, experiences, and perspectives.

We are also dedicated to supporting the career progression of colleagues from underrepresented backgrounds into this role and more senior roles within the Division and the wider organisation.

Promoting Workforce Equality

In response to data held by BCHC which demonstrates that individuals from particular protected characteristics are under-represented, BCHC are striving to redress these imbalances. In order to do this, the Trust is committed to the employment and career development of individuals with these protected characteristics. As part of this commitment and given this under-representation, the Trust guarantees an interview to any applicants from under-represented groups for positions at Band 8a and above whose application meets the essential criteria for the post as detailed on the Person Specification.

The Trust is currently under-represented in terms of people who identify as Black, Minority Ethnic (BME) and welcomes applicants from these communities. Selection will be on the basis of merit. In order to ensure the diversity of our workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

DBS Costs

Please be aware that all new employees starting work with the Trust will be charged for the cost of their DBS check if it is required for the role. The cost will be deducted from your salary in 3 payments over a 3-month period once you start employment. By applying for this role, you are agreeing to these deductions being made. The charges for the DBS include the administration fee. The total costs are £26.40 for a standard check and £54.40 for an enhanced check. The level of check will be determined by the post you are applying for. For bank Workers the full cost of the DBS check (as detailed above) will be deducted from your pay following completion of your online mandatory training. No payment will be made for your online training until it is all complete and verified by the Temporary Staffing Team. Please note: You will not be able to work any bank shifts until you have completed your mandatory training, and your DBS is in place.

Flexible Working

Birmingham Community Healthcare NHS Foundation Trust (BCHC) supports a variety of flexible working practices and, where possible (given our range of services and community settings) dependent upon the requirements associated with the role, will actively consider requests made and support these where practically possible. This may include hybrid patterns of working to enable colleagues to request the flexibility of a mixture of home/base working.

In accordance with the NHS People Promise, the Trust is committed to facilitating a healthy work/life balance that is essential to health and wellbeing and to making BCHC a ‘Great Place to Work’. We will be happy to discuss and consider all requests relating to working patterns and hours at your interview so please do ask!

Birmingham Community Healthcare NHS Foundation Trust acknowledges Artificial Intelligence (AI) or Generative AI (GenAI) tools such as ChatGPT, Claude, Copilot, Gemini etc; are powerful tools that can help you in various stages of your job application and how they can be used in certain circumstances during your application process with BCHC. You can read more about acceptable use on our internet pages here

Benefits of working for us:

• Full NHS terms and conditions including extensive holidays, Agenda for Change pay with enhancements
• Attractive relocation payment if you relocate to the local area.
• Discounts for local and national retailers
• Dedicated well-being services for all employees
• Flexible working where possible

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.