Band 5 IT Support Officer Birmingham, England
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 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, Request Fulfilment technical support service to all users via telephone, remote support software and site visit.
- Second line assessment and prioritisation of all Incidents and Requests, with a view to service restoration or fulfilment as quickly as possible and or functional escalation as appropriate within agreed process and procedure.
- 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
- Escalating unresolved incidents to third line support specialists with full information
- Day to day management and monitoring of team specific ITBM support queue within agreed Service Level Agreements, updating and or closing tickets and providing confirmation to the Customer as required.
- Updating on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.
- 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
- Provide an ongoing hardware diagnosis and maintenance repair service for desktops and allocate repairs to a third-party hardware repair specialist
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 specific detailed job description for this vacancy, please see attached Job Description*
Person specification
Qualifications
Essential
CompTIA A+ and N+ certification or an IT related Degree /Higher
Diploma or equivalent industry qualification or experience.
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
