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Job requirements
Essential
17 listedRequirements the employer expects applicants to meet.
- Experience
*Experience providing application support within an ICT environment.
- Experience
*Extensive experience of working within defined Service Level. Agreements & Service Level Targets.
- Experience
*High level of understanding of ITIL processes and Service Management best practice framework.
- Qualifications
*A Level / IT related NVQ Level 3 or similar accredited vocational workrelated IT qualification.
- Qualifications
*CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
- Qualifications
*Advanced ECDL or equivalent knowledge.
- Qualifications
*ITIL Foundation Certificate or equivalent.
- Additional Criteria
*Enhanced level of Communication/people skills with the ability to utilise empathy and listening skills.
- Additional Criteria
*Ability to communicate effectively to both technical and non-technical audiences
- Additional Criteria
*Attention to detail, with ability to absorb and translate technical and non-technical information
- Additional Criteria
*Ability to accurately record and document information & facts
- Additional Criteria
*Able to accurately follow documented process and procedures quantify and balance competing tasks and requirements.
- Additional Criteria
*A positive outlook with ability to use initiative and contribute as part of a team
- Additional Criteria
*Customer focussed with excellent interpersonal skills both verbal and written
- Additional Criteria
*Ability to remain calm under pressure
- Additional Criteria
*Flexibility with ability to respond positively to changing circumstances and conditions.
- Additional Criteria
*Self-motivation with commitment drive & enthusiasm
Desirable
6 listedAdditional qualities the employer would prefer.
- Experience
*Relevant experience gained working within an IT Service Desk /Centre Team or equivalent First level/ Application/Customer support function.
- Experience
*Experience in troubleshooting Office365 applications
- Qualifications
*Technical IT degree qualification desirable.
- Qualifications
*Office365 qualifications
- Additional Criteria
*Ability to work as part of a team or on own initiative
- Additional Criteria
*Flexibility to work Shifts as per Support Cover Rota
Job summary
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.
General IT Duties
Communication and Relationship Skills
*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.
About us
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.
Details
- Date posted: 14 October 2026
- Pay scheme: Agenda for change
- Band: Band 4
- Salary: £28,392 to £31,157 a year
- Contract: Permanent
- Working pattern: Full-time, Flexible working
- Reference number: 304-1100486
- Job locations: Yardley Court, 11-13 Frederick Road, Edgbaston, Birmingham, West Midlands, B15 1JD, United Kingdom
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
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Applying for this NHS job
This advert is for Band 4 IT Service Centre Analyst - Service Desk with University Hospitals Birmingham NHS Foundation Trust in Birmingham, England. It is listed as a Band 4 Analyst role. The advertised salary is £28392.00 to £31157.00. The contract type is Permanent. The application deadline is 28 Oct 2026.
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