Overview
Service Desk Officer x2 at NHS South East London Integrated Care Board. The closing date is 07 October 2025.
An exciting opportunity has arisen within South East London ICS for an ICT Service Desk Officer. The ideal candidate should have a minimum of twelve months experience of supporting an IT Service Desk environment as well as technical admin support duties.
As a member of the ICT Department, reporting to the ICT Service Desk Manager, you will provide 1st and 2nd line technical support to users across the South East London ICS on a variety of technical issues managed through the SEL ICT Service Desk. You will need to be a service-minded individual who is an excellent team player and ready to take on a variety of tasks including problem solving, imaging PCs and laptops, setting up and maintaining users in on‑premise and Azure Active Directory, and delivering ICT services for service users across South East London ICS.
Main duties of the job
You will have excellent organisation and communication skills and the ability to work efficiently under pressure to support the whole IT team. The candidate will need an excellent telephone manner and experience of using an ITIL‑accredited Service Desk and Registration Authority processes, including the Care Identity System.
This is a good opportunity to join a highly performing team with a culture of being technically innovative to achieve results, with emphasis on improving the technical environment for the ICS, GP Practices and other clients.
This is a varied and exciting role; please see job description for full details.
If you require further information please contact Paul Wardle at paul.wardle@selondonics.nhs.uk or on 0208 176 5400.
About us
The South East London Integrated Care System (ICS) brings together health and care partners serving our diverse populations in the London boroughs of Bexley, Bromley, Greenwich, Lambeth, Lewisham and Greenwich. Our partnership includes six local authorities, over 200 general practices (within 35 Primary Care Networks), Guy\'s and St Thomas\' Hospital NHS FT, King\'s College Hospital NHS FT, Lewisham and Greenwich NHS Trust, South London and the Maudsley Mental Health FT and Oxleas FT. The ICS seeks to be connected to the communities we serve and to work with a wide range of community, voluntary and third-sector groups. Our vision is a highly performing, sustainable system that looks after its staff and reduces inequalities.
Job responsibilities
Please see the attached job description and person specification for full details of the duties and responsibilities, including:
* Trouble shooting, installation, configuration and updating of applications software on systems and infrastructure
* Assisting in maintaining an inventory of IT hardware and software
* Administering IT department administrative duties to ensure operational stock levels are maintained
* Administering user account access to network and application systems, including Starter and Leavers processes
* Monitor and maintain the smartcard appointments diary and related inventory
* Primary point of contact for all ICT service users; provide a friendly, effective and efficient IT service desk
* Deliver a calm, responsive, customer-focused service in pressurized environments while managing service desk staff, user expectations, and communications
* 1st and 2nd line support for all users
* Provide general IT advice to ICS staff, GP Practices, Primary Care Contractors and other organisations
* Provide high level IT expertise in resolving IT issues via remote access tools (TeamViewer, Datto RMM, Halo, etc.)
* Manage incoming support queries to the ICT inbox and direct to the appropriate team members or escalate as necessary
* Ensure accurate logging of calls
* Respond to Halo ITSM tickets; escalate unresolved problems to appropriate third-line support
* Contribute to strategic planning of team projects
* Maintain high standards of IT professionalism and comply with policies and procedures
* Understand and comply with the corporate governance structure
Person Specification
Education / Qualifications
* RA/UIM Training/Certification or equivalent level experience
* Educated to Post-graduate diploma level in a relevant subject or equivalent qualification, or substantial experience at a similar level
* Knowledge of a range of IM&T areas through degree-level qualification or relevant experience
Experience & Knowledge
* Knowledge of hardware components (printers, scanners, laptops, desktops)
* Experience of working in a complex, multidisciplinary environment
* Experience dealing with users face-to-face and on the telephone
* Experience of working to tight deadlines and managing own time
* Significant experience operating in a politically sensitive environment
Skills and Abilities
* Analytical/technical problem-solving skills
* Ability to assess the appropriate resolver group for escalated calls
* Good planning and organisational skills to respond to service desk calls according to priorities
Other
* Ability to cope with a demanding environment
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a disclosure check by the DBS.
Employer name
NHS South East London Integrated Care Board
£32,199 to £34,876 per annum inclusive of Outer HCAS
#J-18808-Ljbffr