Band 4 Service Support Officer
Job summary
***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***
The Service Support Officer plays a key role within the Digital Technology Services function, supporting the delivery, maintenance, and continuous improvement of the Trust's clinical and patient systems. The post holder provides specialist application support, ensuring systems are reliable, accessible, and aligned to operational and clinical needs.
The role is responsible for triaging and resolving incidents, managing service requests, and administering system access in line with governance requirements. It acts as a central point of coordination between end users, technical teams, and external suppliers to ensure timely resolution of issues and minimal disruption to services.
In addition, the post holder contributes to data quality, system audits, and compliance activities, maintaining high standards of data accuracy and system integrity. The role also supports digital change initiatives, including system enhancements and new implementations, through documentation, user support, and training.
Working closely with clinicians and colleagues across the organisation, the Service Support Officer promotes best practice and continuous improvement, ensuring clinical systems effectively support patient care and the Trust's digital priorities.
Main duties of the job
The main duties of the Service Support Officer are:Provide day-to-day support for clinical systems, ensuring systems are reliable and accessible for users.Act as first point of contact for support calls, triaging, resolving, or escalating incidents in line with ITIL standards.Manage system access, including RBAC/PBAC permissions, ensuring compliance with governance and security requirements.Deliver specialist user support and one-to-one instruction to promote effective and consistent system use.Monitor and improve data quality within clinical systems, supporting accuracy and compliance.Support system changes, upgrades, and digital projects, working with internal teams and external suppliers.Maintain operational documentation, procedures, and contribute to policy and service improvements.Communicate system issues, updates, and outages to stakeholders, ensuring minimal disruption to services.
About us
Working for Birmingham Community Healthcare NHS Foundation Trust within the Digital Technology Services team offers the opportunity to support vital clinical systems that enable the delivery of patient care across a wide range of community services. Based in Birmingham, the Service Support Team provides both remote and on-site support across multiple Trust locations, ensuring systems remain operational and effective for clinical and non-clinical staff.
The team operates in a fast-paced and collaborative environment, requiring proactive individuals who can manage competing priorities, respond to incidents, and support ongoing digital initiatives. The role is well-suited to individuals with a strong aptitude for learning, problem-solving, and continuous improvement, alongside a willingness to share knowledge and support colleagues to enhance overall team capability and service delivery.
Job description
Job responsibilities
The Service Support Officer is responsible for delivering high-quality operational and technical support for the Trusts clinical systems, ensuring they are consistently reliable, accessible, and meet the needs of clinical and operational services. The post holder acts as a key point of contact for system users, managing incidents, service requests, and queries, ensuring they are effectively triaged, prioritised, and resolved within agreed service levels. The role contributes to maintaining a responsive and customer-focused service that underpins the safe and effective delivery of patient care.
The role involves providing specialist application support, including the investigation and resolution of complex issues, working closely with internal digital teams and external suppliers where required. The post holder is also responsible for system administration activities, including the management of user access and permissions, ensuring compliance with information governance, security standards, and organisational policies. Maintaining accurate system documentation, supporting audits, and contributing to data quality improvement are key aspects of the role.
In addition to day-to-day operational duties, the Service Support Officer supports the delivery of system changes, upgrades, and wider digital projects. This includes assisting with change requests, preparing users and support teams for system updates, and delivering guidance or training where required. The role requires close collaboration with a wide range of stakeholders across the organisation to promote best practice and maximise the effective use of digital systems.
The post holder is expected to adopt a proactive and flexible approach, managing competing priorities within a fast-paced environment. They will contribute to continuous service improvement, support the development of processes and procedures, and play an active role in helping the Trust deliver its digital and strategic objectives. Strong communication, problem-solving skills, and a commitment to high-quality service delivery are essential to success in this role.
Person Specification
Qualifications
- GCSE or equivalent in English and Mathematics
- Information Technology Infrastructure Library (ITIL) qualification to Foundation Level or equivalent
- Service Desk Institute (SDI) Service Desk Analyst (SDA) Professional Standard Customer Service expertise.
Experience
- Relevant experience of working within an service desk or IT project management environment
- Experienced at minuting meetings, note taking and documenting processes and procedures
- Customer Service experience
Skills and knowledge
- Excellent IT skills and computer literacy, including Microsoft Office (or equivalent), with particular emphasis on word processing, spreadsheets, Outlook for emails
- Polite and helpful customer service skills
- Experience of working with ITIL processes and continual service improvement programmes
- Knowledge of T-SQL (Structured Query Language)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Birmingham Community Healthcare NHS FT
Address
3 Priestley Wharf
20 Holt Street
Birmingham
B74BN
United Kingdom
Employer's website
https://www.bhamcommunity.nhs.uk/