Band 3 Service Centre

2 weeks ago


Birmingham, Birmingham, United Kingdom University Hospitals Birmingham NHS Foundation Trust Full time

Job summary

As member of the IT Service Centre team, reporting to the IT Application Support Team Leader, the post holder will assist in the provision of responsive, customer focussed service, providing routine 1st and 2nd Level IT Support to Trust users and stakeholders as directed.

Working under supervision and as directed by the IT Application Support Team Leader, the post holder will provide Registration Authority services to users of systems, including the day-to-day support of the local Registration Authority, the issue of Smartcards and associated role profiles in compliance with the National and local registration policies and procedures.

Main duties of the job

Under supervision, provide assistance and support within the IT Service Centre Team with a view to supporting an efficient and reliable IT Customer centric service to the Trust, utilising basic customer service skills in order to maximise positive customer experience.

As directed provide "routine" first line & second line incident management and Request Fulfilment, via both the helpdesk telephone service and the online Self Service Portal.

Have a detailed understanding of the RBAC and PBAC models to provide guidance and assistance to sponsors in the selection and modification of role profiles. The post holder as directed will assist creating and maintaining access codes and permissions and other reference data to nominated systems.

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

Job responsibilities

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

Person Specification

Qualifications

Essential

A Level / IT related NVQ Level 2 or similar accredited vocational work-related IT qualification

Desirable

ITIL Foundation Certificate Technical IT qualification

Experience

Essential

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. Experience of working within defined Service Level Agreements & Service Level Targets. Understanding of ITIL processes and Service Management best practice framework. Good all-round level of technical knowledge and awareness. An understanding of basic ICT issues and its application within the NHS and / or similar user base environment.

Additional Criteria

Essential

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. A 'can do' outlook with ability to use initiative and contribute as part of a team. Customer focussed with good interpersonal skills both verbal and written. Ability to remain calm under pressure. Flexibility with ability to respond positively to changing circumstances and conditions. Self-motivation with commitment drive & enthusiasm Flexibility to work Shifts as per Support Cover Rota.

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