Band 4 Service Support Officer

Birmingham Community Health Care Nhs Foundation Trust; Birmingham; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

The Service Support Officer within the Digital Technology Services function supports delivery, maintenance, and improvement of the Trust's clinical and patient systems. You will triage incidents, manage access, and coordinate with clinicians and suppliers to ensure reliable service.

You will contribute to data quality, system audits, and digital change initiatives, providing user training and documentation to promote best practice across Birmingham Community Healthcare NHS Foundation Trust.

Qualifications

• Experience providing specialist application support and incident triage.
• Knowledge of ITIL incident management and service desk processes.
• Ability to manage user access and RBAC/PBAC permissions with governance compliance.
• Strong communication skills with clinical and IT teams.

Responsibilities

• Provide day-to-day support for clinical systems ensuring reliability and accessibility.
• Act as first point of contact for support calls, triaging, resolving, or escalating incidents per ITIL.
• Manage system access and permissions in line with governance.
• Deliver user training and one-to-one instruction for effective system use.
• Support data quality, system audits and compliance activities.
• Assist with system changes, upgrades and digital projects across teams and suppliers.
• Maintain operational documentation and contribute to policy improvements.
• Communicate issues and outages to stakeholders to minimise disruption.

Job description

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.

The main duties of the Service Support Officer are:

• 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 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.