We are seeking an organized and customer-focused ICT Helpdesk Assistant to join the Digital Technology Service team at Birmingham Community Healthcare NHS Foundation Trust. In this role, you will be responsible for creating user accounts, logging support tickets, managing technical correspondence, and providing front-line digital assistance to ensure seamless IT operations across multiple clinical and corporate sites.
Job Overview
Job type: Full-time / Permanent (Band 3)
Work setting: Hybrid / NHS Trust
Location: Birmingham, England
Salary: £25,760 – £27,476 per annum (pro rata)
Responsibilities
Account Management: Create, manage, and provision network and email accounts for new starters across the Trust within agreed service level agreements (SLAs).
Helpdesk Support: Provide telephone support, log incoming calls through the system (Sunrise), and handle technical user queries with professional communication.
Issue Escalation: Investigate and resolve user account issues or escalate urgent technical problems to Helpdesk Analysts and senior management when necessary.
Equipment & Logistics: Book IT hardware in and out of the department, assist users collecting replacement laptops, and update asset tracking databases accurately.
Requirements
Qualifications: Educated to O-Level / GCSE standard (or equivalent) with good passing grades in Mathematics and English. Evidence of training attendance for Microsoft Office Applications.
Experience: Previous administrative, helpdesk, customer service, or IT support experience working with office systems.
Skills: Exceptional communication abilities, high digital literacy, proficiency with Microsoft Office products, strong attention to detail, and the ability to handle enquiries with tact and patience.