Band 4 Service Support Officer

Job description

Detailed job description and main responsibilities

The Service Support Officer is responsible for delivering high-quality operational and technical support for the Trust's 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

Essential criteria

• GCSE or equivalent in English and Mathematics
• Information Technology Infrastructure Library (ITIL) qualification to Foundation Level or equivalent

Desirable criteria

• Service Desk Institute (SDI) Service Desk Analyst (SDA) Professional Standard Customer Service expertise.

Experience

Essential criteria

• Relevant experience of working within an service desk or IT project management environment

Desirable criteria

• Experienced at minuting meetings, note taking and documenting processes and procedures
• Customer Service experience

Skills and knowledge

Essential criteria

• 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

Desirable criteria

• Experience of working with ITIL processes and continual service improvement programmes
• Knowledge of T-SQL (Structured Query Language)

UK Home Office Visa Sponsorship requirements

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 -