Band 4 Junior IT Support Officer - #67660

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 point of contact and liaison for all related tier two support escalations and assignments with a view to providing enhanced investigations and timely ticket response level resolutions. To provide highly customer service orientated support services delivered within agreed service level targets and agreements.

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, blackberry and other 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 key second line incident management support service to all users via telephone, remote support software and site visit. This will include:
  
  

oAnalysing information obtained from first line support and computer users on all desktop

related IT incidents and issues to enable resolution.

oResponding to and resolving all incidents within agreed service levels

oSupporting Ward / Outpatients based Clinical IT equipment such as

oCOWS

oLOWS

oMaintaining Asset Database for the above devices

• 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.
• 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.
• Provide an ongoing hardware diagnosis and maintenance repair service for desktops and also allocate repairs to a third-party hardware repair specialist.
• Provide on a rotational basis the technical resource required for the new installation and regular replacement of all IT desktop equipment supported, including transporting to and from site.
• Regularly undertake hardware and software image testing proposed for use within the supported infrastructure.
  
  

About Us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;

Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

University Hospitals Birmingham is a Smoke-Free premises hospital.

Job Description

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

Person specification

Qualifications

Essential

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

Desirable

• A level qualification
• City and Guilds qualification in IT
• ITIL Foundation Certificate or equivalent.
  
  

Experience

Essential

• 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

• 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