ICT Support Engineer

ICT Support Engineer

The closing date is 02 February 2026

Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country.

Across the whole of the region we provide:

• Adult and older adult mental health services
• Specialist learning disability services
• CAMHS

Black Country Healthcare NHS Foundation Trust was formed on 1 April 2020, after NHS England and NHS Improvement approved the merger of Black Country Partnership NHS Foundation Trust and Dudley and Walsall Mental Health Partnership NHS Trust.

Combining resources, strategies and talented workforce enables us to deliver a wider variety of outstanding services that are based on best practice and are continually improving.

Key duties of the role include:

• Taking telephone calls as the 1stpoint of contact to the service
• Troubleshoot and resolve hardware and software related issues
• Completing user and resource requests
• Logging and managing own service desk tickets
• Escalating incidents where appropriate
• Following agreed plans, procedures and instructions to complete tasks and activities

To join our team you'll need to have:

• Practical knowledge of basic PC and Microsoft products
• excellent communication skills, with the ability to build great working relationships
• to be able to effectively manage priorities and work to deadlines
• to work to a high standard, and on your own initiative
• a positive and helpful attitude

At Black Country Healthcare NHS Foundation Trust, we're building a high-calibre, diverse and inclusive mental health workforce. One that will give talented professionals like you the opportunity to shape an outstanding service that will transform community mental healthcare and deliver happier and healthier lives all across our communities.

The Trust is rated 'Good' from CQC (Care Quality Commission) and will become the lead provider for mental health services across The Black Country. We have recently invested in newly created clinical divisions and are currently developing new models of integrated primary and secondary care for adults and older adults, as well launching a far-reaching inpatient strategy, working to eradicate dormitories and building new facilities.

This ambitious model is multi-agency and multi-disciplinary, opening the door for you to work in a collaborative and flexible way with partners, service users, carers and their families.

Please note:

Sponsorship is not available for this role.

This is a great opportunity to join the IT Service Desk. The team are currently based out of Pear Tree Lane, Dudley.

The successful candidates will be expected to participate in a rota to ensure the Service Desk core operating hours (8am to 6pm) are covered.

Main responsibilities are:

Managing the ICT Service desk telephone calls and incidents.

Escalating any incidents and service requests that you cant resolve, to senior members of staff.

Have a 'service orientated' approach to work, having excellent customer service skills.

To work as a member of a team, encouraging knowledge sharing across the team.

Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs.

• Relevant IT qualifications including ITIL or simillar

• Relevant Knowledge Demonstrated

• Skills and Personal Qualities demonstrated

• Relevant industry and/or customer service/call centre experience
• Relevant NHS or public sector experience

• Trust Values demonstrated

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such 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.

Black Country Healthcare NHS Foundation Trust