Band 4 Application Support Officer
Job summary
This is a permanent post, primarily based at the Yardley Court, Five Ways, and Birmingham with some homeworking.
The IT Service Centre provides single point of contact and liaison for all internal and external IM&T incidents, requests and enquiries.
Primary focus of the role will be maintaining customer satisfaction and experience both personally and across the wider team via affective "first line Incident management and Request Fulfilment, within agreed service level agreements and targets. The post holder will provide second line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.
Main duties, tasks & skills required
Providing extensive 1st and 2nd Level IT Support to Trust users and stakeholders as directed. Working under own initiative post holder will provide initial assessment, support and triage of routine Telephony / Portal Raised incidents and requests, with a view to facilitating timely resolution and / or escalation assignment within agreed service levels and targets.
Experience surrounding NHS applications needed.
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.
Job description
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person specification
Qualifications
Essential
*CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
Experience
Essential
*Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First Level/Application/Customer support function.
*Experience providing application support within an ICT environment.
*Extensive experience of working within defined Service Level Agreements & Service Level Targets.
*High level of understanding of ITIL processes and Service Management best practice framework.
*Enhanced understanding of ICT issues and its application within the NHS and / or similar user base environment.
*Full use of Microsoft packages including Outlook, Word, and Excel.
*Data Protection /Information Governance.
*Understanding of Electronic Patient Record (EPR).
For help with your application, contact:
Bethany Hodgkinson
Bethany.Hodgkinson@uhb.nhs.uk
07824334219
Pay scheme
Agenda for Change
Band
Band 4
Salary
Contract
Permanent
Working pattern
Full-Time, Flexible Working
Reference number
304-1064394DH
Job locations
Yardley Court
11-13 Frederick Road, Edgbaston
Birmingham
West Midlands
B15 1JD
Attachments
This vacancy is closed to applications.