Band 4 Application Support Officer inBirmingham inBirmingham PUBLISHED
THU 23 JAN 2025
The role requires proactive management of the IT support queue, accurate logging and classification of incidents, and effective communication with users regarding ticket status updates. The officer must be able to prioritize tasks based on urgency and follow established processes for successful service restoration. This position emphasises customer service and the ability to work independently while collaboratively supporting the wider IT team.
The IT Service Centre provides single point of contact and liaison for all internal and external IM&T Incidents, Requests and enquiries.
This is a fixed term, full time 37.5-hour post working in the IT Service Centre.
As a member of the team IT Service Centre team, reporting to the Application Support 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. The post holder will provide second line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.
Working under own initiative post holder will provide initial assessment, support and triage of routine Telephony / Portal Raised incidents and requests, with a view to facilitating timely resolution and / or escalation assignment within agreed service levels and targets.
*Day to day management and monitoring of ITBM Service Centre stack / 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 first & second line incident management and Request resolution, via both the helpdesk telephone service and the online Self Service Portal:-
oLogging and classifying accurately all relevant information concerning incidents
oAnalysing information obtained from users on all IT problems and issues
oResolving telephone incidents at first contact if possible
oEscalating unresolved incidents to second or third line support with full information
oMonitoring, chasing and escalating outstanding third party incidents
oChecking and triage of web portal incidents and requests logged.
*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.
*Accurately Logging customer IT enquiries and keeping them informed on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.
*Post holder required to plan using own initiative all activities and tasks around incoming workload of incidents and be able to prioritise dependent upon the urgency or sensitivity of requests.
About us
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
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