Service Support Officer Job at Birmingham Community Healthcare NHS Trust

Here's a practical heads-up before anything else: this listing explicitly states it will close as soon as sufficient applications come in, regardless of the stated 15 October deadline — so if the role appeals, applying early genuinely matters more than usual.

Birmingham Community Healthcare NHS Foundation Trust is hiring a Service Support Officer within its Digital Technology Services team, paying £28,392 to £31,157 a year (Band 4). This is an IT support role with real clinical weight behind it — you'd be supporting the systems that underpin patient care directly, not just general office IT.

About Birmingham Community Healthcare NHS Foundation Trust

BCHC employs more than 5,000 staff across Birmingham and the West Midlands, delivering services spanning children's and family care, adult and community services, two community hospitals, learning disability services, the internationally recognised West Midlands Rehabilitation Centre, and one of Europe's leading Dental Hospitals and Schools of Dentistry.

What the Role Involves

• Providing day-to-day support for clinical systems, keeping them reliable and accessible for users
• Acting as first point of contact for support calls, triaging, resolving, or escalating incidents in line with ITIL standards
• Managing system access, including RBAC/PBAC permissions, in compliance with governance and security requirements
• Delivering specialist user support and one-to-one instruction to promote consistent, effective system use
• Monitoring and improving data quality within clinical systems
• Supporting system changes, upgrades, and digital projects alongside internal teams and external suppliers
• Maintaining operational documentation and contributing to policy and service improvements
• Communicating system issues, updates, and outages clearly to stakeholders to minimise disruption

Who Can Apply

Essential:

• GCSE or equivalent in English and Mathematics
• ITIL (Information Technology Infrastructure Library) qualification to Foundation Level or equivalent
• Relevant experience working within a service desk or IT project management environment
• Excellent IT skills and computer literacy, including Microsoft Office — particularly word processing, spreadsheets, and Outlook
• Polite and helpful customer service skills

Desirable:

• Service Desk Institute (SDI) Service Desk Analyst (SDA) Professional Standard customer service expertise
• Experience minuting meetings, note-taking, and documenting processes
• General customer service experience
• Experience with ITIL processes and continual service improvement programmes
• Knowledge of T-SQL (Structured Query Language)

Checks required: this post is subject to a Disclosure and Barring Service (DBS) check under the Rehabilitation of Offenders Act (Exceptions Order) 1975.

On visa sponsorship: applications from candidates requiring current Skilled Worker sponsorship are welcomed and will be considered alongside all other applications. Applicants requiring entry clearance will need a criminal record certificate from any country they've lived in for 12 months or more (continuously or cumulatively) over the past 10 years — this also applies to adult dependants over 18.

Pay and Contract Details

• Pay: £28,392 to £31,157 per annum (Band 4, Agenda for Change)
• Contract type: Permanent, full-time
• Location: 3 Priestley Wharf, 20 Holt Street, Birmingham, B7 4BN
• Closing date: 15 October 2026 — but may close earlier once sufficient applications are received

How to Apply

For questions about the role, candidates can contact Head of Systems Delivery Navraj Sarai at navraj.sarai@nhs.net or on 01214667111.

Proceed to job application