The IT Services Technical Support & Provisioning 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 and 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 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
Full UK driving license with a maximum of 3 points
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care
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