Service Support Officer

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.

• GCSE or equivalent in English and Mathematics
• Information Technology Infrastructure Library (ITIL) qualification to Foundation Level or equivalent
• Relevant experience of working within an service desk or IT project management environment
• 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)

As part of our ongoing commitment to being a Great Place to Work, we actively foster and support a workplace culture that is inclusive and equitable for all staff, patients and service users. 

 We are dedicated to creating an inclusive environment where everyone feels welcomed and valued. We encourage applications from individuals of all backgrounds, including those with diverse abilities, experiences, and perspectives.

 We are also dedicated to supporting the career progression of colleagues from underrepresented backgrounds into this role and more senior roles within the Division and the wider organisation.

In response to data held by BCHC which demonstrates that individuals from particular protected characteristics are under-represented, BCHC are striving to redress these imbalances. In order to do this, the Trust is committed to the employment and career development of individuals with these protected characteristics.  As part of this commitment and given this under-representation, the Trust guarantees an interview to any applicants from under-represented groups for positions at Band 8a and above whose application meets the essential criteria for the post as detailed on the Person Specification.

The Trust is currently under-represented in terms of people who identify as Black, Minority Ethnic (BME) and welcomes applicants from these communities. Selection will be on the basis of merit. In order to ensure the diversity of our workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

Please be aware that all new employees starting work with the Trust will be charged for the cost of their DBS check if it is required for the role. The cost will be deducted from your salary in 3 payments over a 3-month period once you start employment. By applying for this role, you are agreeing to these deductions being made. The charges for the DBS include the administration fee. The total costs are £26.40 for a standard check and £54.40 for an enhanced check. The level of check will be determined by the post you are applying for. For bank Workers the full cost of the DBS check (as detailed above) will be deducted from your pay following completion of your online mandatory training. No payment will be made for your online training until it is all complete and verified by the Temporary Staffing Team. Please note: You will not be able to work any bank shifts until you have completed your mandatory training, and your DBS is in place.

Birmingham Community Healthcare NHS Foundation Trust (BCHC) supports a variety of flexible working practices and, where possible (given our range of services and community settings) dependent upon the requirements associated with the role, will actively consider requests made and support these where practically possible.  This may include hybrid patterns of working to enable colleagues to request the flexibility of a mixture of home/base working.

In accordance with the NHS People Promise, the Trust is committed to facilitating a healthy work/life balance that is essential to health and wellbeing and to making BCHC a ‘Great Place to Work’.  We will be happy to discuss and consider all requests relating to working patterns and hours at your interview so please do ask!

Birmingham Community Healthcare NHS Foundation Trust acknowledges Artificial Intelligence (AI) or Generative AI (GenAI) tools such as ChatGPT, Claude, Copilot, Gemini etc; are powerful tools that can help you in various stages of your job application and how they can be used in certain circumstances during your application process with BCHC.  You can read more about acceptable use on our internet pages here

• Full NHS terms and conditions including extensive holidays, Agenda for Change pay with enhancements
• Attractive relocation payment if you relocate to the local area.
• Discounts for local and national retailers
• Dedicated well-being services for all employees
• Flexible working where possible

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

***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***

• Service Support Officer JD and PS (PDF, 200.4KB)
• Driving Directions to Priestley Wharf (PDF, 173.2KB)
• BCHC Local benefits (PDF, 99.6KB)
• Service Desk Institute (SDI) Service Desk Analyst (SDA) Professional Standard Customer Service expertise.
• Experienced at minuting meetings, note taking and documenting processes and procedures
• Customer Service experience

In accordance with UK Home Office requirements, Band 2 clinical and non-clinical roles and Band 3 Non-Clinical roles are not eligible for sponsorship.

Please note that the majority of non-clinical roles (Agenda for Change Band 3 - 6) with the exception of those which appear on this list - link, will not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates to work in the UK. 

All non-clinical roles (Agenda for Change Bands 7 - 9) that meet the prescribed skill level (RQF 6) and salary threshold will be eligible for sponsorship.

The Trust will accept applications from candidates who can evidence their right to work in the UK or via alternative visa routes.

Disability Confident Employer and Guaranteed Interview Scheme

BCHC offers a guaranteed interview to any candidate who is Disabled, Neurodiverse, has a hidden or long term health condition as recognised under the Equality Act 2010, providing they meet the essential criteria of the job role, as set out in the person specification.  We encourage applicants to submit their applications and to request any reasonable adjustments where required.