Position
Band 4 Application Support Officer
Overview
This post is fixed term for 6 months and part time 15 hours per week. We are looking for a motivated and customer-focused Application Support Officer to provide support for a range of core NHS applications, including Electronic Patient Record (EPR) systems and other core applications. Working within a friendly and experienced team, you will be at the heart of delivering excellent customer service, helping colleagues resolve system issues, managing incidents and requests, and ensuring our digital services remain reliable and effective. This role offers an exciting opportunity to develop your application support expertise within one of the UK's largest NHS organisations. You will gain exposure to a wide range of healthcare systems, work closely with clinical and operational teams, and contribute to ongoing digital transformation initiatives that are improving services for both staff and patients.
We are seeking someone with experience of application support, strong problem‑solving skills, and a passion for delivering outstanding customer service. Experience of NHS systems and Electronic Patient Records would be highly advantageous.
Responsibilities
As an Application Support Officer, you will be responsible for delivering high‑quality support for a range of critical and non‑critical NHS applications. You will help ensure that application issues, incidents and service requests are resolved efficiently, enabling clinical and non‑clinical teams to continue delivering excellent patient care.
On a day‑to‑day basis, you will manage and prioritise incidents and requests received via the IT Service Desk and the IT self‑service portal, ensuring they are accurately logged, investigated and resolved within agreed service level targets. You will troubleshoot application‑related issues, provide advice and guidance to users, escalates complex incidents where required, and maintain clear communication throughout the support request.
We expect you to have strong problem‑solving skills, excellent attention to detail and the ability to communicate effectively with both technical and non‑technical users. You should be organised, adaptable and able to prioritise competing demands in a fast‑paced environment. A strong customer‑service ethos, a proactive approach to resolving issues and the ability to remain calm under pressure are essential.
Qualifications
Essential
* CompTIA A+ and N+ certification or an IT related relevant Diploma or equivalent industry qualification or experience.
* Relevant experience gained working within an IT Service Desk / Centre Team or equivalent First Level / Application / Customer support function.
* Experience providing application support within an ICT environment.
* Extensive experience of working within defined Service Level Agreements & Service Level Targets.
* High level of understanding of ITIL processes and Service Management best practice framework.
* Enhanced understanding of ICT issues and its application within the NHS and / or similar user base environment.
* Full use of Microsoft packages including Outlook, Word and Excel.
* Data Protection / Information Governance.
* Understanding of Electronic Patient Record (EPR).
* Enhanced level of communication / people skills with the ability to utilise empathy and listening skills.
* Ability to communicate effectively to both technical and non-technical audiences.
* Attention to detail, with ability to absorb and translate technical and non-technical information.
* Ability to accurately record and document information & facts.
* Ability to accurately follow documented process and procedures and quantify and balance competing tasks and requirements.
* Ability to work as part of a team or on own initiative.
* A positive outlook with ability to use initiative and contribute as part of a team.
* Customer focussed with excellent interpersonal skills both verbal and written.
* Ability to remain calm under pressure.
* Flexibility with ability to respond positively to changing circumstances and conditions.
* Self‑motivation with commitment drive & enthusiasm.
* Flexibility to work shifts as per Support Cover Rota.
Desirable
* A Level / IT related NVQ Level 3 or similar accredited vocational work‑related IT qualification.
* Advanced ECDL or equivalent knowledge.
* ITIL Foundation Certificate or equivalent.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer Details
University Hospitals Birmingham NHS Foundation Trust, Yardley Court, 11‑13 Frederick Road, Edgbaston, Birmingham, West Midlands, B15 1JD, United Kingdom.
Salary and Contract
Band 4. Salary: £28,392 to £31,157 per year pro rata (fixed term, 6 months, part‑time 15 hours per week). Working pattern: part‑time flexible. Reference number: 304‑1100258.
Closing Date
16 June 2026
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