Senior IT Support Officer (Band 5) – Informatics Division
This Senior IT Support Officer (Band 5) role in the Informatics Division is pivotal, based primarily at City/Sandwell but supporting the extensive IT infrastructure across multiple sites (including Rowley Regis).
The objective is to deliver advanced technical support (first/second‑line) for the Trust’s essential IM&T systems, network, and end‑user computing, acting as the primary point of contact and IT advisor. The Senior IT Support Officer is key to maintaining the Trust’s IT operational efficiency, spanning support, projects, and team assistance.
Responsibilities
* IT Support & Delivery
o 1st/2nd Line Support: Provide high‑quality support for all users on PC/network hardware and corporate systems (MS Office, Citrix, OS, clinical/admin apps).
o Multi‑Site: Deliver on‑site and phone support across City/Sandwell, Rowley Regis Hospital, and community sites.
o Incident Management: Log, update, and resolve faults via the IT Service Desk, keeping users informed.
o External Liaison: Coordinate with external suppliers and agencies to resolve issues.
* Infrastructure & Projects
o Deployment: Assist in IT infrastructure expansion, including installation and distribution of equipment.
o Projects: Actively participate in IT Projects (configuring PCs/servers/hardware, installing network components and software).
o Asset Management: Diligently update the Asset Database with new hardware details.
* Documentation & Team
o Documentation: Maintain accurate records of all work, backups, maintenance, and procedures.
o Team Duties: Train junior staff, assist senior staff, and contribute to the on‑call service.
o Prioritisation: Prioritise daily incoming work, responding quickly to urgent issues.
Sandwell and West Birmingham NHS Trust (SWB) serves Birmingham and the Black Country – one of the country’s most culturally diverse areas. It is a friendly and welcoming place where you can belong and grow. We care for our patients, our population, and our people.
Our values – Ambition, Respect and Compassion – guide us at every step, shaping how we work with each other and look after patients and families, and how we respect and value the rich diversity of our team and community.
Our Trust aspires to more than a hospital; it aims to ‘Improve the Life Chances and Health Outcomes of our Population’. It is what inspires, drives, and unites us every day, making us unique.
We want working at SWB to feel like more than just a job. We want our Trust to be a place where you belong, feel happy, safe and rewarded, where you can develop your career in whatever way you choose. When we say we’re ‘with you all the way’ we mean it. Visit the SWB website to learn more about our ambitions and people plans.
The four partner Trusts of the Black Country Provider Collaborative (Dudley Group NHS FT, Royal Wolverhampton NHS Trust, Sandwell & West Birmingham NHS Trust, and Walsall Healthcare NHS Trust) are actively working in partnership to deliver a collective vision focused on providing ‘better, faster and safer care to the population of the Black Country and beyond’.
To support this vision, we are (where appropriate and safe to do so) actively looking at new models of care such as:
* Better protect elective/planned care service delivery across the system by organising on a ‘hot and cold’ arrangement
* Consider the optimal use of resources through consolidation and specialisation
* Seek to reduce unwarranted variance, level up/standardise care through a ‘Networked Service Solution’ approach across the four sites
Against this context, although this post is hosted by SWB, there may be an expectation to work flexibly across the four partner Trusts to better meet patient and service needs.
As a major employer we are committed to supporting all employees to achieve a healthy work‑life balance. We want the Black Country and West Birmingham region to be the best place to work and will consider all requests to work flexibly, taking into account personal and individual circumstances alongside the needs of the service. Discuss your circumstances with the Recruiting Manager during onboarding.
Healthcare services have a significant impact on the environment. We are committed to embedding sustainable practices. We expect all colleagues to support the delivery of our Green Strategic Plan and drive positive changes in their department by joining our Green Impact programme.
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