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Band 5 Triage Technical Support Technician

University Hospitals Birmingham NHS Foundation Trust
£28,407 to £34,581 a year
Closing date
28 Jun 2024

View more

Other Health Profession
Band 5
Contract Type
Full Time
The IT Service Centre provides single point of contact and liaison for all internal and external IM& T Incidents, Requests and enquiries.

As a member of the IT Triage team reporting to the IT Service Desk Manager, the post holder will provide a responsive, customer focussed service, providing extensive 2nd Level IT Support to trust users and stakeholders as directed.

Much of the work required of this position requires triaging incidents, owning escalations and managing incoming problems from an early stage through to completion. The post holder will provide 2nd line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.

Main duties of the job

* Day to day management and monitoring of ITBM support queue within agreed Service Level Agreements, including Service Centre Self-Serve Portal logged incidents and requests, updating and / or closing tickets and providing confirmation to the customer as required.

* Provide senior Service Desk support within the IT Service Centre Team to ensure delivery of an efficient and reliable IT customer centric service to the Trust, utilising advanced customer service skills to maximise positive customer experience.

* Provide second line incident management and Request resolution:-

o Manage Problem logs and Call Incidents at 2nd Line Level

o Analysing information obtained from users on all IT problems and issues

o Handling User Escalations from 1st Line

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



  • * A Level / IT related NVQ Level 3 or similar accredited vocational work related IT qualification
  • * CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience
  • * Azure Fundamental Certification
  • * ITIL Foundation Certificate or equivalent


  • * Technical IT Degree Qualification desirable
  • * Office365 Desirable Qualification



  • * Relevant experience gained working within an IT Service Desk /Centre Team or equivalent 2nd line Level/Application/Customer support function
  • * Office 365 experience
  • * MS Teams experience
  • * OneDrive experience


  • * High level of understanding of ITIL processes and Service Management best practice framework
  • * Experience providing application support within an ICT environment
  • * Troubleshooting Office365 issues

Additional Criteria


  • * Ability to communicate effectively to both technical and non-technical audiences.
  • * 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.
  • * Enhanced level of communication/people skills with the ability to utilise empathy and listening skills.


  • * Ability to handle pressure and multi-task, investigating multiple incidents and requests at any given time.
  • * Ability to accurately record and document information & facts.
  • * Attention to detail, with ability to absorb and translate technical and non-technical information

Employer details

Employer name

University Hospitals Birmingham NHS Foundation Trust


Yardley Court

11-13 Frederick Road, Edgbaston


West Midlands

B15 1JD

Any attachments will be accessible after you click to apply.


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