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Band 3 ICT Helpdesk Assistant
Birmingham Community Healthcare NHS FT View all jobs
Posted 1 day(s) ago
Reference: 820-7645797-COR
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***
Job overviewA great opportunity to be part of the IT Helpdesk Team within the Digital Technology Service developing and maintaining the IT Infrastructuresupporting 5,500 users deployed over more than 300 sites across Birmingham. You will support DTS department with creation of Network andEmail Accounts for all new starters across the Trust, initial support to new users regarding their logon and mailbox This support encompassesboth administration systems (Microsoft Office products and e-mail) and technical software (operating systems).The service desk hours are between 8am and 5pm, the service hours will be extended to 6pm and you will be required to work on a rota basis tocover the extended service hours.
Main duties of the job
1. Creation of network and email accounts for all new users across the Trust.2. Communicate new login details to new user and line manager within agreed SLA timescales.3. Provide telephone support to new users to ensure correct level of access and functionality.4. Resolve any user account issues escalated from Helpdesk, involving investigation and discussion with users as appropriate. This mayrequire tact or persuasive skills or there may be barriers5. Provide Helpdesk telephone cover as required.6. Responsible for the logging of Helpdesk calls that have been submitted using the Helpdesk email account.7. Where a call requires urgent action ensure that the Helpdesk Analysts are made aware of the timescales and escalate to the HelpdeskSupervisor or other ICT managerial contacts as necessary.To undertake other duties commensurate with this grade of post in agreement with the relevant Line Manager.
About us
Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlandsin a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres,clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults andcommunity services, two community hospitals, services for people with learning disabilities, the internationally recognised West MidlandsRehabilitation Centre and one of Europes leading Dental Hospitals and School of Dentistry.Detailed job description and main responsibilitiesKey RelationshipsTo establish effective working relations with the following:o Trust Board Executive Directorso Associate Director of Informaticso Associate Director of Business Planning & Contractingo Deputy Finance Directoro Business Intelligence Managero Other Trust Directors & Senior Managerso Trust Clinicianso Staff within the Informatics Serviceso Other staff within the Trusto Other NHS Organisations
Details
Date posted
15 September 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£25,760 to £27,476 a year per annum (pro rata)
Contract
Permanent
Working pattern
Full-time
Reference number
820-7645797-COR
Job locations
Priestley Wharf
3 holt Street
Birmingham
BB7 4BN
United Kingdom
Job description
Job responsibilities
1. Creation & management of network and email accounts for all users across the Trust within agreed SLA.
2. Provide telephone support to users to ensure correct level of access and functionality.
3. Record all details of accounts using Helpdesk Call Logging System (Sunrise) ensuring accurate information is recorded and call reference number is communicated with user.
4. Resolve any user account issues escalated from Helpdesk, involving investigation and discussion with users as appropriate. This may require tact or persuasive skills or there may be barriers to understanding.
5. Provide Helpdesk telephone cover as and when required. Liaise with Helpdesk and other technical staff to gain advice and support to resolve issues that are raised outside of the post holders experience and expertise.
6. Book in and out equipment that is dropped off to the IT Department ensuring all systems are updated accurately.
7. Provide support to users who collect laptops from the IT Department ensuring they can log in and access corporate systems.
8. Where a call requires urgent action ensure it is escalated to management.
9. Assist in the implementation and maintenance of office systems and procedures within the DTS Directorate when required (including: filing, mail and diary management; and the management of stationery levels).
10. Assist in recording information to databases/spreadsheets, accurately inputting data as required.
11. Manage incoming and outgoing telephone calls in a professional manner. Ensure necessary information is accurately recorded and appropriate action is taken.
12. Assist in the completion of ad-hoc project work as and when required by the Service Desk Manager. Tasks performed should be appropriate to the skills and experience of the administrative role.
To undertake other duties commensurate with this grade of post in agreement with the relevant Line Manager.
Job description
Job responsibilities
1. Creation & management of network and email accounts for all users across the Trust within agreed SLA.
2. Provide telephone support to users to ensure correct level of access and functionality.
3. Record all details of accounts using Helpdesk Call Logging System (Sunrise) ensuring accurate information is recorded and call reference number is communicated with user.
4. Resolve any user account issues escalated from Helpdesk, involving investigation and discussion with users as appropriate. This may require tact or persuasive skills or there may be barriers to understanding.
5. Provide Helpdesk telephone cover as and when required. Liaise with Helpdesk and other technical staff to gain advice and support to resolve issues that are raised outside of the post holders experience and expertise.
6. Book in and out equipment that is dropped off to the IT Department ensuring all systems are updated accurately.
7. Provide support to users who collect laptops from the IT Department ensuring they can log in and access corporate systems.
8. Where a call requires urgent action ensure it is escalated to management.
9. Assist in the implementation and maintenance of office systems and procedures within the DTS Directorate when required (including: filing, mail and diary management; and the management of stationery levels).
10. Assist in recording information to databases/spreadsheets, accurately inputting data as required.
11. Manage incoming and outgoing telephone calls in a professional manner. Ensure necessary information is accurately recorded and appropriate action is taken.
12. Assist in the completion of ad-hoc project work as and when required by the Service Desk Manager. Tasks performed should be appropriate to the skills and experience of the administrative role.
To undertake other duties commensurate with this grade of post in agreement with the relevant Line Manager.
Person Specification
Qualifications
Essential
- Educated to O Level/GCSE standard with good grades in Maths and English or equivalent
- Evidence of training attendance in relation to Microsoft Office Applications or equivalent
Experience
Essential
- Microsoft Office Applications exprience
- IT Experience
Desirable
- NHS Mail Admin portal
- MS Active Directory administration
- Sunrise Call Logging system
- Working for NHS
Person Specification
Qualifications
Essential
- Educated to O Level/GCSE standard with good grades in Maths and English or equivalent
- Evidence of training attendance in relation to Microsoft Office Applications or equivalent
Experience
Essential
- Microsoft Office Applications exprience
- IT Experience
Desirable
- NHS Mail Admin portal
- MS Active Directory administration
- Sunrise Call Logging system
- Working for NHS
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 (Opens in a new tab).
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 (Opens in a new tab).
Additional information
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 (Opens in a new tab).
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 (Opens in a new tab).
Employer details
Employer name
Birmingham Community Healthcare NHS FT
Address
Priestley Wharf
3 holt Street
Birmingham
BB7 4BN
United Kingdom
Employer's website
Employer details
Employer name
Birmingham Community Healthcare NHS FT
Address
Priestley Wharf
3 holt Street
Birmingham
BB7 4BN
United Kingdom