Band 4 IT Service Centre Analyst - Service Desk

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 team IT Service Centre team, reporting to the IT Service Desk Team Leader, the post holder will provide a responsive, customer focussed service, providing extensive 1st and 2nd Level IT Support to Trust users and stakeholders as directed. 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.Main duties of the job This role is aligned to the Skills for the Information Age (SFIA) Version 9 Customer Service Support CSMG Level 3

• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
Application Support ASUP Level 3
• Follows agreed procedures to identify and resolve issues with applications.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed applications maintenance tasks.
Incident Management USUP Level 3
• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
• Advises relevant persons of actions taken.
  
  Enhanced level of communication and 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.
  
  University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.